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