We recognise that there may be times when you are not satisfied with our service and you may wish to make a complaint. As a patient, you may prefer to ask someone you trust to make a complaint on your behalf.

We aim to give the best possible care to our patients, their families and carers. If you have an idea or suggestion which you feel would benefit others who use our services, please let us know.

If you are pleased with the services we have provided, please tell us. Our staff and volunteers always welcome comments from patients and clients who have been satisfied with the care they have received. We also have a comments and suggestion box in the reception area of our Hospice should you wish to use it. However, if you do wish to proceed with a formal complaint you can do so by talking to a staff member, either in person or by phone.

You may also put your complaint in writing to:

The Chief Executive
Peace Hospice Care
Peace Drive, Watford
Herts WD17 3PH

You can also email our Chief Executive with your complaint here

What will happen to my complaint?

Whether you make your complaint verbally or in writing we will:

  • Register your complaint in the Peace Hospice Care Complaints Register.
  • Acknowledge it in writing within 5 working days.
  • Send you a copy of our complaints procedure.
  • Investigate your concerns thoroughly.

We aim to provide a written response from the investigator within 20 working days. If it is not possible to send you a full response within this timescale a letter explaining the delay will be sent to you. We keep a record of any complaints, together with the outcome. We regularly review these to see if there are lessons we can learn. In addition, the Care Quality Commission also review any recorded complaints during their regular inspections. If you are not happy with the outcome of your complaint you can appeal to:

The Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG
020 7448 9200.