East Lancashire Hospice

Patient Feedback

If you feel the Hospice, Café Retreat, Daisys or one of our charity shops has offered outstanding service, or you feel a  member of staff needs recognition, please let us know.

Tell us how we are doing

You can provide feedback in the following ways:

  • Talking to us about your experiences                                  
  • Sending a card, note or letter
  • Filling in one of our effectiveness questionnaires
  • Putting a note in one of our suggestion boxes
  • Filling in a testimonial on our website
  • Submitting a ‘Get in touch’ comment on our website

Should you wish to make a COMPLAINT please be assured you will be treated with courtesy and respect. We will:

  • Apologise for any distress caused
  • Listen to you and offer you support if needed
  • Be honest and open in our response
  • Do all we can to make things right
  • Learn so we can improve services for the future. 

Raising a concern or making a complaint will not adversely affect your future care or that of your loved one.

A complaint is a formal way of expressing your dissatisfaction about our services. Please detail your complaint in writing to the following address:

Complaints, Corporate Administration

East Lancashire Hospice. Park Lee Road, Blackburn, Lancashire, BB2 3NY

Alternatively you can email corporate@eastlancshospice.org.uk 

  • We will accept your complaint with courtesy and respect, offering an apology for any distress caused
  • Your complaint will be acknowledged within 5 working days
  • A Senior manager will investigate your complaint
  • You will be supported throughout the process
  • You will be kept informed regularly
  • A response will be provided in 28 working days

If you remain dissatisfied with our services you can contact the Care Quality Commission:

Phone: 03000 616161   Email enquiries@cqc.org.uk      Online: WWW.­cqc.­org.­uk/­tellus

If your complaint concerns fundraising you may refer your complaint, free of charge to the Fundraising Regulator by visiting their website at www.­fundra­isin­gre­gulator.­org.­uk or by telephoning 0300 999 3407