Compliments, Concerns and Complaints

At St Luke’s we aim to provide the highest standard of service and care to everyone we have contact with. Your comments and suggestions are vital to ensure we can continue to do this.

This information relates to all our services including clinical, fundraising and St Luke’s charity shops.

Compliments

If you or your loved one has recently benefitted from one of our services, we would love to hear about your experience.

If you have an idea or a suggestion on how we could improve our services or to give us feedback about a positive experience, you can do this by:

1. Filling in our online feedback form
   
2. Filling in a service user feedback form available at the Hospice reception and posting it in the feedback box.
   
3. Writing it down and posting it to:

The Quality Assurance Manager,
St Luke’s Hospice,
Kenton Grange,
385 Kenton Road,
Harrow,
Middlesex
HA3 0YG

Alternatively you can email us at info@stlukes-hospice.org or call or by phone: 020 8382 8000

Your feedback can be anonymous, but if you would like to leave your name and contact details, we will acknowledge your comment and can let you know our response to your suggestion.

Concerns and Complaints

We recognise that there may be times when you may not be satisfied with our services and you may wish to raise your concerns or make a complaint.

If you or your loved one has recently received one of our services and you would like to raise a concern or complaint, you can do this by:

1. Speaking directly to the person in charge or a member of staff as soon as possible, so that we can try to resolve the problem immediately.
   
2. Alternatively, you can write to: Director of Patient Services, St Luke’s Hospice, Kenton Grange, Kenton Road, Harrow, HA3 0YG or email: info@stlukes-hospice-org
   
3. Filling in our online feedback form.
   
4. Filling in a service user feedback form available at the Hospice reception and posting it in the feedback box.
   
5. Writing it down and posting it to: The Quality Assurance Manager, St Luke’s Hospice, Kenton Grange, 385 Kenton Road, Harrow, Middlesex, HA3 0YG, alternatively you can email us at info@stlukes-hospice.org or call or by phone: 020 8382 8000

Please tell us as soon as possible

We encourage you to tell us about any concerns you have about our services straight away so that we can try to improve things and put it right.

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.

Our promise to treat you fairly

Please be reassured that raising a concern or making a complaint will not adversely affect your care, the care of your loved one, or affect the way our staff treat you now or in the future.

Raising a concern or complaint on behalf of someone else

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

What happens next?

1. If your complaint cannot be dealt with immediately you will receive a written or verbal acknowledgement from us, within two working days.
   
2. Your complaint will be investigated by a senior member of staff who may contact you for additional information.
   
3. After our investigation, we will send you a full response, usually within 20 working days. If our investigation takes longer we will contact you with a revised date.
   
4. If you are not happy with our response, please tell us immediately.

Who else can you 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

Telephone 0345 015 4033 or visit their website at www.ombudsman.org.uk

Care Quality Commission

You can contact our regulatory body, the Care Quality Commission, at any time. They will not investigate the complaint, but they may visit the Hospice if your complaint is serious.

Telephone 0300 061 6161 or visit their website at www.cqc.org.uk

For a fundraising complaint, you can contact:

The Fundraising Regulator 

Telephone 0300 999 3407, email: complaints@fundraisingregulator.org.uk or go to www.fundraisingregulator.org.uk

You can also contact your local Healthwatch:

Healthwatch Brent

Tel: 020 3869 9730

Email: info@healthwatchbrent.co.uk

www.healthwatchbrent.co.uk

Healthwatch Harrow

Tel: 020 3432 2889 

Email: info@healthwatchharrow.co.uk

www.healthwatchharrow.co.uk

For a shops related complaint, you can contact:

Head of Retail
St Luke’s Hospice
Kenton Grange
Kenton Road
Harrow
HA3 0YG

Or email: info@stlukes-hospice.org