Compliments, Comments and Complaints

Saint Francis Hospice aims to provide the highest standards of care to individuals, families, carers loved ones and supporters. 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. Completed slips can be handed to a member of staff and at reception. You can also leave a comment on iWantGreatCare.

Compliments (or suggestions)
If you have any views or suggestions please complete a comments leaflet, which can also be found in the ward lounges, Pemberton Place, or in reception, or you can email us at mail@sfh.org.uk, 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. 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.

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 to the Hospice at The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH or email complaints@sfh.org.uk to discuss your concerns further. Receipt of your verbal or written complaint will receive a written acknowledgement within three working days and you will be provided with a copy of our Comments, Compliments and Complaints leaflet. All concerns and complaints about the organisation will be responded to within 21 working days and any actions, practice or systems will be improved and developed accordingly, where complaints are upheld or partially upheld.

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 submitted within
21 days of the complaint response will be fully reviewed and carefully
considered. A response will be sent to the complainant within 21 working
days of the date of the appeal.

If you are unhappy with the investigation and outcome of your complaint
you can seek independent advice by contacting VoiceAbility NHS
Complaints Advocacy Service, please see contact information below:

VoiceAbility NHS Complaints Advocacy Service
Telephone: 0300 303 1660
helpline@voiceability.org 

If you remain concerned you can contact the Parliamentary and Health Service
Ombudsman, please see contact information below:

Parliamentary & Health Service Ombudsman
Telephone helpline: 0345 015 4033
phso.enquiries@ombudsman.org.uk  

View the Saint Francis Hospice Supporter Charter.

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. We will keep it secure and comply with the requirements of the Data Protection Act 2018 including GDPR. View our Privacy Policy.

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