Making a Complaint About St Mary’s Hospice
We always make it our mission to provide a service and environment that will prevent the need for a complaint. However, sometimes we don’t get this right and if you have any concerns or worries about any aspect of the hospice we welcome your comments.
All concerns, comments and complaints made are taken seriously and give us a chance to review and improve our services for patients and their families.
Please be assured that if you raise a concern it will not affect the care you or a loved one receive.
How to Make a Complaint
Sharing Your Feedback or Concerns About Our Services
At St Mary’s Hospice, we are dedicated to providing compassionate and high-quality care to patients and their families. We know that sometimes things may not go as planned, and we rely on your feedback, both positive and negative, to help us improve.
If you have any comments or concerns, please speak to a member of our team at any time.
Making a Formal Complaint
You can raise a complaint by speaking to any staff member, writing a note or letter, or contacting our Chief Executive directly. Full details of our Complaints Procedure are available from any member of staff.
Here’s what you can expect:
- A Senior Manager will acknowledge your complaint in writing.
- We aim to investigate and respond to all complaints within 20 working days. A Manager will carry out the investigation and provide a written response.
- If we cannot resolve the matter within 20 working days, we will update you with the progress, explain the reason for the delay, and provide an expected timeframe.
- Complaints are reviewed by the Senior Management Team to ensure lessons are learned and improvements are made where necessary.
You can write to:
Catherine Burn BEM, Chief Executive
St Mary’s Hospice
Ford Park Crescent Ulverston
or email: catherine.burn@stmaryshospice.org.uk
Support with Complaints
If you are unwell or unsure about the complaints process, you are welcome to bring a friend or family member with you. They can also help you write your letter or email if needed.
If You’re Not Satisfied With the Response
If the initial investigation does not resolve your concerns, you can write again to the Chief Executive, who will review the handling of your complaint and respond with any further action taken.
Taking Your Complaint Further
Should you still feel your concerns have not been addressed, you can contact independent bodies such as the Parliamentary and Health Service Ombudsman (PHSO) or the Care Quality Commission (CQC). St Mary’s Hospice can advise which organisation is appropriate.
Public Health Service Ombudsman (PHSO)
- Website: www.ombudsman.org.uk/making-complaint
- Telephone: 0345 015 4033
Care Quality Commission (CQC)
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk/contact-us
Telephone: 0300 061 6161
