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Comments, compliments and complaints.


Saint Francis Hospice aims to provide the highest standards of care to patients, families and carers. We hope you will be happy with all aspects of our care and services and we welcome your views, comments and suggestions.

Comments

We are always interested to hear your views and if you have any comments or suggestions, please let us know by using the cut off slip in our leaflet or e-mail us.  Completed slips can be handed to a member of staff and at reception. 

Compliments (or suggestions)

If you have any views or suggestions please complete a comments leaflet, which can also be found in the ward lounges, the day therapy unit or in reception, or you can e-mail us, phone us on 01708 753319, or write to us at: Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH.

Complaints

Sometimes situations occur that cause concern and when they do, we would like to know. If any aspect of our service gives you cause for dissatisfaction, please speak to us.  All complaints are taken seriously and will be dealt with promptly, sympathetically and in complete confidence. 

What should I do first?

Ask to talk with the nurse/manager in charge who will try to deal with your concerns straight away. 

After speaking to somebody, what can I do if I am still unhappy with the response to my complaint?

Write or email one of the service directors or Chief Executive Officer (see back page of leaflet) to discuss your concerns further, or complete the form on the leaflet. Our email address is complaints@sfh.org.uk. Receipt of your complaint will be acknowledged within three working days.  Every endeavour will be made to investigate your complaint and provide a full response within 28 days of receipt of the complaint or a timescale agreed with yourself.  In cases where a more lengthy investigation is required, a revised timescale will be agreed with you. 

What can I do if I am not happy with the outcome?

You can write to the Chief Executive Officer or the hospice's Corporate Services Manager. If you are still unhappy you can contact the Care Quality Commission. If you are unhappy with the investigation and outcome, you can seek independent advice from VoiceAbility, NHS Complaint Advocacy Service.

If you remain concerned you can contact the Parliamentary and Health Service Ombudsman. If you have a complaint about any aspect of our service you can send us an email too