We hope that you will be happy with our care or any other aspect of our service or fundraising and we welcome your views, comments and suggestions to help us improve further.
We record all comments, compliments and complaints that we receive. They are reported and discussed at regular meetings and, where appropriate, action is taken. Your feedback enables us to celebrate success as well as rectify mistakes and make improvements where necessary.
It is very reassuring and motivating for all of us to know that we are meeting the high standards we set ourselves both in the care we provide and in other aspects of our service or fundraising practices. If you are particularly pleased with your experience of Lewis-Manning Hospice Care, we would be delighted if you would let us know.
Occasionally we don’t get things right and mistakes do happen. When they do, it is important for us to hear about them. We will take your complaint seriously and investigate the matter promptly. All complaints will be dealt with sympathetically and thoroughly.
How to make a complaint
You can make a complaint verbally, in writing by email or post.
If you choose to speak to a member of staff, we will try to deal with your concerns straightaway or we will discuss the complaints procedure with you and arrange to come back to you once the matter has been investigated.
Complaints by letter or email will be acknowledged and a member of staff will get in contact with you shortly after it’s been received. Once an assessment and a full investigation of your concerns have been made, we will respond with our findings and a decision. Sometimes more detailed investigations are needed and if this is the case, we will contact you with an update and give you the date we expect to report back to you.
If you are not happy with the response to your complaint, you can ask to see or write to the Chief Executive of Lewis-Manning Hospice Care to discuss the matter further. If you are still not satisfied with the outcome, you can phone or write to us to request a meeting with the Chair of Trustees.
Lewis-Manning Hospice Care is regulated by the Care Quality Commission and if you remain unhappy about how we have responded to your complaint, you can contact the appropriate organisation directly.