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, aim to provide 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 helps us review and improve our clinical practice and share positive comments with our teams. Please complete our patient feedback survey: Patient feedback survey
Client feedback (Bereavement Services)
If you or a family member has used one of our bereavement services, we would love to hear your feedback. Please share your comments with us: Email us
Comments, compliments and data requests
If you would like to share a comment or compliment, please email us and your message will be directed to the relevant team. If you are requesting access to your personal data or medical records, please contact us by email. To help us process your request efficiently, please include your full name, date of birth, and any relevant details. We take data protection seriously and will respond in line with applicable privacy regulations. Email us
Concerns and complaints
If you would like to raise a concern or make 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 staff, whether clinical, administrative, retail or fundraising, aim to provide the best possible service.
We aim to keep people safe while using our services. When things do go wrong, or standards are not met, we will be open and transparent in line with the Duty of Candour. We will learn from incidents to help prevent them happening again.
We aim to resolve concerns quickly. If this is not possible, they will be fully investigated, handled sensitively, and treated in confidence.
What happens after we receive your complaint or concern?
We will first assess your complaint or concern to determine whether it can be resolved immediately.
If it can be resolved quickly: A staff member or line manager will contact you to discuss and agree an outcome. This will be recorded on a complaints/concerns summary form and reviewed by a senior manager. If no further action is required, the case will be closed. The Executive Team will review learning to help prevent recurrence.
If further investigation is required: The complaint will be discussed with the relevant line manager and senior manager and formally logged on our system. You will receive an acknowledgement within 2 working days. An investigating officer will be appointed and a full investigation carried out. You will receive a response within 14 working days from receipt of the complaint. An action plan will be created and recorded, with learning outcomes reviewed by the Executive Team. The case will be closed once actions are complete.
Appeals procedure
If you are not satisfied with the outcome, you can appeal to:
- The relevant Senior Manager (if initially handled by a Line Manager or Head of Department)
- The Chief Executive (if handled by a Senior Manager)
- The Chair of the Board of Trustees (if handled by the Chief Executive)
Our commitment to you
We value all feedback as it helps us improve our services. We will:
- Review and analyse all concerns and complaints
- Take action to improve services where issues are identified
- Identify trends and improve services based on complaint data
- Report complaints to Governance Committees and the Board of Trustees
External organisations that can support you
Complaints about patient care or treatment
Care Quality Commission (CQC), CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, 0300 061 6161, www.cqc.org.uk
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, you can contact the Parliamentary and Health Service Ombudsman (PHSO). In most cases they will only investigate once local resolution has been attempted. Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP, 0345 015 4033, [email protected], www.ombudsman.org.uk
Complaints regarding governance
Charity Commission, PO Box 1227, Liverpool, L69 3UG, www.charity-commission.gov.uk
Complaints regarding fundraising
Fundraising Regulator, www.fundraisingregulator.org.uk
Complaints regarding data security
Information Commissioner’s Office (ICO), 0303 123 1113, https://ico.org.uk/make-a-complaint