How to raise a concern or make a complaint about our services

We welcome all feedback, positive or negative and see feedback and complaints as a way of learning and improving our services.

At St Luke’s we aim to provide our patients and their families with the highest standards of care. However, we recognise that there may be times when you may not be satisfied with our services and you may wish to make a complaint.

If you are unhappy with our service in any way, you can speak to the person in charge who will try and resolve your concerns straight away.

Alternatively, you can write to:Ms Jo Archer, Director of Nursing and Patient Services, St Luke’s Hospice, Kenton Grange, Kenton Road, Harrow, Middlesex, HA3 0YG or email jarcher@stlukes-hospice.org

If your complaint cannot be dealt with immediately you will receive a written or verbal acknowledgement from us, within two working days.

Your complaint will be investigated and you will receive a full written response to your complaint usually within 20 working days of receipt of the complaint. If the investigation is taking longer then we will let you know.

If you wish to complain about an incident that occurred more than 12 months ago, we may not be able to give you a full response but we are always happy to talk to you about any concerns you have.

If you are making a complaint on behalf of a patient, the patient’s consent will need to be obtained prior to any information being disclosed.  

Who else you can contact


If you are not satisfied with the outcome of your complaint or how it was dealt with you can write to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit their website.

You can also contact your local Healthwatch


Healthwatch Brent, 3 Rutherford Way, Wembley, HA9 0BP, www.healthwatchbrent.co.uk  

Healthwatch Harrow, 3 Jardine House, Harrovian Business Village, Bessborough Road, HA1 3EX, www.healthwatchharrow.co.uk

Fundraising

If you have a complaint, comment or suggestion about Fundraising, please write to: Ms Pam Russell
Director of Fundraising and Community Relations, St Luke’s Hospice, Kenton Grange, Kenton Road, Harrow, Middlesex, HA3  0YG or email prussell@stlukes-hospice.org

Shops

If you have a complaint, comment or suggestion about one of our charity shops, please write to: Mr Joe Feeley, Retail Director, St Luke’s Hospice, Kenton Grange, Kenton Road, Harrow, Middlesex, HA3  0YG.

Alternatively, please fill in the form below.

Complaint/concern form