Comments

We are always interested to hear your views and comments. If you have any suggestions about how we can do things better, you can let us know by calling  020 8525 6000  or speaking to a member of staff. 

Compliments

It is always reassuring and motivating for all of us to know that we are meeting the high standards of service and care that we set for ourselves. If you are particularly pleased with the care you received or the service we provide, we would be delighted if you would let us know the name of your St Joseph’s Hospice health care professional so that they can ask you to complete our iWantGreatCare Survey or alternatively go to www.iwantgreatcare.org.

Complaints

We don’t always get things right and we would like to hear directly from you if this is the case. If you have any cause for complaint about any aspect of our care or service, please let us know. You can do this by talking to a member of staff or writing to the Chief Executive. We will take your complaint seriously and investigate the matter promptly, and keep you informed. We will deal with all complaints in complete confidence. 

We will get back to you within two working days and we will invite you to come and talk to the appropriate Senior Manager to discuss your concerns.  

Complaints process

We aim to resolve all complaints within 20 working days. We will carry out an assessment and full investigation of your concern and we will share our findings with you. If you are not satisfied with the result of the investigation, our Chief Executive will be pleased to meet with you to discuss this further. 

If you are still dissatisfied following this, you may speak to a member of our Board of Trustees or the Care Quality Commission (CQC). Please let us know if English is not your first or preferred language. We will try our best to have an interpreter or health advocates at any meetings. 

We record every comment, compliment and complaint we receive to enable us to improve our care. 

Thank you for helping us to constantly improve our services. 

Do you have a complaint?

What to do if you have a complaint

If you have a complaint, you may write to or ask to speak to one of our Senior Management Team who will try and deal with your concerns straight away. 

Alternatively, you can write to or telephone:

Anne Bisset-Smith 
Quality Improvement and Clinical Governance Lead
St Joseph’s Hospice, Mare Street, Hackney, London E8 4SA
Tel: 020 8525 6078
Email a.bissetsmith@stjh.org.uk

Jane Naismith 
Director of Clinical Services
St Joseph’s Hospice, Mare Street, Hackney, London E8 4SA
Tel: 020 8525 6000
Email  j.naismith@stjh.org.uk