01432 852 080

(If you are concerned at any time about any aspect of your condition, telephone the number above and one of our nursing or medical team will offer advice or direct you to the appropriate service.)

01432 851 000

01432 65 65 46

St Michael’s Hospice (incorporating the Freda Pearce Foundation)
Registered Charity No. 511179

St Michael’s Hospice (SMH) 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 will accept complaints that are either verbal or written (letter, email, complaint leaflet). To make a compliment, comment or suggestion, please either talk to a member of staff or write to us using the contact details below. 

Quality and Compliance Team
St Michael’s Hospice

or email quality@smhospicehereford.org

You can also use the comment boxes which are located throughout St Michael’s Hospice.

What happens next?

If we can’t resolve your complaint immediately or more detail is needed, we may need to investigate. This will be overseen by a senior member of staff. We will write to you within two working days of receiving your complaint to tell you how we are going to deal with it.

The senior member of staff involved with your complaint may, if appropriate, invite you to attend a meeting to discuss particular issues. If you do not receive this offer but feel a meeting would be beneficial, please ask us.

Once we have completed the investigation, we will write to tell you about our findings and the action we propose to take. You should expect to receive this within 20 working days from receipt of your complaint. If the investigation is likely to take longer than this, we will still write to you within 20 working days to explain the delay and tell you when you can expect a final resolution.

If you are not happy with the response you receive, please contact our Quality and Compliance Team who will provide you with a copy of the Hospice complaints policy and procedure, which has details of the process to follow in these circumstances.

Your feedback helps us provide better care.

We promise that if you make a complaint, it will not in any way affect the care or support you receive from us.