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Feedback, Compliments and Complaints

We value your views

Farleigh Hospice is committed to high standards in all aspects of its work. All of our staff, whether clinical, administrative, retail or fundraising, wish to give you the best possible service.

Patient Feedback – IPU and Community Teams

It is important for us to understand your experience of our patient services so that we can continue to meet the highest standards of care. Your feedback will allow us to review and improve our clinical practices or pass on positive comments to our team.

Please kindly complete the survey for a review of our patient services.

Patient feedback survey

Client Feedback - Bereavement Services

If you or one of your family members have used one of our bereavement services, we would love to hear your feedback. Please kindly leave your comments for a review of our bereavement services.

Email us

Comments and compliments

If you would like to comment on our services or send a compliment, please email us and your message will be directed to the relevant department.

Email us

Concerns and Complaints

If you would like to raise a concern or a complaint, please email us and your message will be directed to the relevant person or department.

Email us

Farleigh Hospice is committed to high standards in all aspects of its work. All of our staff whether clinical, administrative or fundraising wish to give the best possible service.

The hospice will do as much as possible to keep people safe whilst using our services. If things do go wrong or the services we provide fail to achieve the standards expected, the hospice will be open and transparent in dealing with such issues, in line with the Duty of Candour guidelines, and we will learn from them to prevent such issues from recurring.

We aim to resolve any concerns or complaints immediately, but if this is not possible, they will be fully investigated, dealt with sympathetically and in complete confidence.

What happens after we receive your complaint or concern?

Firstly, we will assess your complaint or concern to determine whether it can be dealt with immediately.

If the answer is yes:

  • You will be contacted by either a staff member or line manager who will discuss and agree and outcome with you.
  • The discussion and outcome will be documented on a complaints/concerns summary form which will be sent to the relevant senior manager for review.
  • If no further action is required, the electronic form will be signed off and closed.
  • Your complaint/concern will be reviewed by the Executive Team who will determine what we can learn from it in order to prevent the issue recurring.

If the answer is no:

  • The person who has received your complaint/concern will discuss this with the relevant line manager.
  • The line manager will inform the relevant senior manager and share the details of your complaint/concern.
  • Your complaint/concern will be officially logged on our electronic system.
  • You will receive an initial response to your complaint/concern within 2 working days. All correspondence will be recorded.
  • It will be agreed internally who will decide the outcome of an investigation and an investigating officer will be appointed.
  • An investigation will be launched and the investigating officer will review the complaint and any further correspondence.
  • You will be notified of the outcome of your complaint/concern within 14 working days of when the complaint/concern was first issued.
  • An action plan will be developed, with the action owner identified. Once the action has been completed, it will be updated on the electronic record. Learning outcomes will also be recorded.
  • Your complaint/concern and any learning outcomes will be reviewed by the Executive team.
  • If no further action is required, the electronic record will be signed off and closed.

Appeals Procedure

If you are not satisfied with the outcome of the investigation, you can appeal to:-

  • The relevant Senior Manager if the matter has been dealt with by a Line Manager or Head of Department.
  • The Chief Executive if the matter has been dealt with by a Senior Manager.
  • The Chair of the Board of Trustees if the matter has been dealt with by the Chief Executive.

Our commitment to you

As an organisation, it is reassuring to know the care and services provided meet the high standards set as well as knowing when they fall short. All feedback is taken seriously as it gives an opportunity to review and improve.

In relation to the complaints/concerns we received, we will ensure that we:

  • Review and analyse all concerns and complaints we receive about our services and activities.
  • Take action to improve issues as a result of individual complaints or concerns.
  • Take action to improve service delivery or activities as a result of analysis of trends from complaints data.
  • Report the number, type and outcome of complaints received to relevant Governance Committees. These reports will be available for the Board of Trustees.

Organisations that can support you to make a complaint about the hospice

Complaints regarding patient care or treatment

A complaint about patient care or treatment can be logged with the following organisations:

are Quality Commission (CQC), CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, 0300 061 6161

NHS Mid and South Essex ICB, Unit 10 Phoenix Court, Christopher Martin Road, Basildon, Essex, SS14 3HG

PALS and Complaints Department, Broomfield Hospital, Chelmsford, Essex, CM1 7ET

Healthwatch Essex
, RCCE House, Threshelfords Business Park, Inworth Road, Feering, Essex CO5 9SE

If you remain dissatisfied with the outcome, you have a right to contact the Parliamentary & Health Service Ombudsman (PHSO). In most cases the PHSO will not investigate a complaint unless it has already been made to the hospice and all options of resolution have been explored.

The Parliamentary and Health Service Ombudsman

Millbank Tower
London SW1P 4QP
Telephone helpline: 0345 015 4033

Complaints regarding governance

A complaint regarding governance of the charity, can be logged with the Charity Commission.

Charity Commission, PO Box 1227, Liverpool, L69 3UG

Complaints regarding Fundraising

A complaint about the fundraising of the charity, can be logged with the Fundraising Regulator

Fundraising Regulator

Complaints regarding Data Security

A complaint concerning Data security can be logged with the Information Commissioner’s Office.

Information Commissioner’s Office, 0303 123 1113