What should I do if I have a compliment?
It is great for us to be able to share your compliments with our staff; it also helps us know what we do well so we can continue to improve. Any compliments about our staff and services can be shared with the Chief Executive and Quality & Governance team.
What should I do if I have a complaint or have concerns?
We realise that there may be times when we do not get things right. When this does happen, we need to know and it is important that you try to tell us within 12 months of the event.
Most concerns can often be sorted out straight away by the staff who are caring for you, your friend or relative. Tell them what is worrying you and they will do their best to help you. When necessary, they will contact a more senior member of staff for you. If you would like to pursue your complaint or concern further please put it in writing to a Director of Service by post or e-mail as detailed below.
What happens after I have made a complaint?
When we receive your complaint we will try to contact you to discuss your concerns in more detail and agree a timescale for responding. We will then investigate the issues you have raised. A Senior Manager will normally write back to you within 25 working days, but occasionally we may suggest a meeting.
Sometimes an investigation can take longer. If this is the case we will discuss the reason for this with you and let you know what is happening.
What if I am still unhappy?
We may suggest that you meet with the appropriate staff to discuss your complaint in person, or if you have raised additional questions we can make further enquires and write to you again. Alternatively you can write to the Chief Executive.
Who should I contact?
If your concern is about clinical care please contact: Maddy Bass, Director of Nursing and Quality – [email protected]
If your concern is about one of our shops or related to fundraising please contact: Catherine Butterworth, Director of Income Generation – [email protected]
Sue McGraw, Chief Executive – [email protected]
St John’s Hospice Contact Details
St John’s Hospice, Slyne Road, Lancaster, LA2 6ST