Complaints and concerns

Your views are welcomed and important to us. They tell us what we are doing well and where we can improve. At St Michael’s Hospice we strive to deliver high quality care and support to patients and families, and to our supporters, good customer service and professionalism. However, sometimes we may not get it right and if that happens we would like to know about it as soon as possible to try and put things right or at least ensure we improve in the future. If you have a complaint or a concern, please raise it with a member of staff straight away.

St Michael’s Hospice recognises the importance of openness and transparency and so under our duty of candour, we will acknowledge where we went wrong and be clear and swift in our apology. We will ensure the relevant people are informed and provide information and support to those affected. We will identify learning, and take steps to mitigate any risks and prevent it happening again.

We understand that you may feel uneasy about discussing issues with us because of a concern that it might affect the care of you or a loved one or the relationships you have developed with our team. Please be assured that we will deal with any issues sensitively, quickly and in confidence and would welcome the opportunity of addressing whatever it is that is causing you concern.

If you would like to raise a formal complaint, please follow our complaints procedure which you can download here or collect from the Hospice Reception.