If we ever fall short of your expectations, we encourage you to share your feedback with us.

St Michael’s Hospice wants everyone encountering the hospice to receive the very best care and attention, whether they are a patient, visitor, supporter, staff member, volunteer or contractor. As part of this, we encourage people to make comments, suggestions and, if necessary, complain because this helps us learn and improve.

We take all feedback seriously and, where necessary, will investigate the issue thoroughly and report back in an open and transparent way.

We genuinely appreciate hearing from you about any aspect of our services, whether positive or negative. If there’s anything about your care, treatment, or stay that leaves you dissatisfied, please don’t hesitate to reach out to a staff member. We’re eager to address any concerns promptly.

Rest assured, raising concerns or making a complaint will not impact your future care. At St Michael’s, we value feedback from our patients, families, and friends.

Who can voice concerns?

Anyone receiving or who has received treatment or services from St Michael’s Hospice. If you’re unable to do so yourself, a relative or close friend can voice concerns on your behalf. Feel free to request a copy of our complaints policy from any staff member.

Do complaints need to be in writing?

No, it’s preferable to inform a staff member verbally about the complaint whenever possible. In most cases, we can resolve the issue immediately. Whether verbal or written, we take all complaints seriously.

What’s the next step?

If you share your complaint verbally with a staff member, they’ll handle it and create a simple written record for clarity. We may request your signature on this record to ensure we have accurate information. Written complaints are addressed by the Clinical Director or their deputy. You will then receive a written acknowledgement of your complaint within 3
working days.

Still dissatisfied?

If the matter remains unresolved, you, your family, or friends may escalate the complaint to the Chief Executive, who will investigate further.
We’ll consider involving the Trustees to explore all avenues for resolution within the organiSation before seeking external intervention.