East Lancashire Hospice

Patient Feedback

For the most recent results and comments collected during the Patient Experience Feedback Survey, please see attached  Patient Feedback Survery Results

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 - this is also under compliments
  • 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