About Saint Francis Hospice
Saint Francis Hospice, rated outstanding by the CQC, is an expert in providing care for people in our community with palliative and end of life care needs.
We provide support and care for any person from any faith or cultural background diagnosed with a serious life-limiting illness and living in Havering, Barking and Dagenham, Redbridge, Brentwood or some parts of West Essex. Saint Francis Hospice has been offering expert, compassionate advice and support for over 40 years.
Saint Francis Hospice aims to provide the highest standard of service to individuals, families, carers, loved ones and supporters. We hope you will be happy with all aspects of our service and welcome your views, comments and suggestions.
Compliments, comments and suggestions
We are always interested to hear your views and if you have any comments or suggestions or would like to thank us for the care we have provided, please email us: mail@sfh.org.uk. You can also complete the form in our Complaints, Comments & Compliments leaflet, which can be found in the ward lounges, Pemberton Place, or in reception. Completed slips can be handed to a member of staff and at reception. You can call us on 01708 753319, or write to us at: Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH.
Confidentiality
At Saint Francis Hospice we are committed to upholding your rights to confidentiality and protecting your privacy. We will treat your information with respect, keep it secure and comply with the requirements of the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA 2018), and the Data (Use and Access) Act 2025. Our privacy notice is available on our website www.sfh.org.uk
Complaints
Sometimes situations occur that cause concern and when they do, we would like to know. A complaint is an expression of dissatisfaction about a standard of service. Complaints can be verbal or written. They will be treated with equal seriousness and will be dealt with in a swift, sensitive and effective manner. Complainants have the right to confidentiality at all times.
More Information
What should I do first?
Ask to talk with the nurse/manager in charge who will try to deal with your concerns straight away.
What can I do if after speaking to somebody I am still unhappy with the response to my concern?
Please email complaints@sfh.org.uk or call 01708 753319. Alternatively, you can write to Complaints, Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH to discuss your concerns further.
Once your complaint is received you will receive a written acknowledgement and along with a copy of our Complaints, Comments and Compliments leaflet within 3 working days. Your complaint will be passed to the relevant Director for review and investigation, and you can expect to receive a response within 21 working days. Any actions, learning or improvements will be identified and implemented accordingly.
What can I do if I am not happy with the outcome?
You have the right to appeal a complaint outcome within 21 working days from the date of the complaint response. All appeals will be fully reviewed and carefully considered. You can expect a response to your appeal within 21 working days.
If you remain unhappy with the investigation and outcome of your complaint you can seek independent advice by contacting:
Public Service Ombudsman (previously known as Parliamentary and Health Service Ombudsman)
Telephone helpline: 0345 015 4033
Care Quality Commission (CQC)
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Visit: www.cqc.org.uk
If you require support or advice please contact VoiceAbility NHS Complaints Advocacy Service
Telephone: 0300 303 1660,
Email: helpline@voiceability.org
If you remain concerned you can also contact the relevant regulatory body for further guidance and support:
Fundraising Regulator
Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Gambling Commission
Telephone: 0121 230 6666
Email: support@gamblingcommission.co.uk
Our SFH Complaints contact details:
Email: complaints@sfh.org.uk
Tel: 01708 753319
Post: Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH
