How to raise a concern about our services

St Barnabas Hospice is committed to improving our services by listening to you and we encourage feedback from patients, relatives, carers, friends, customers or supporters. If you wish to raise a concern or complaint relating to any aspect of our services or activities. You can be assured this will not affect your care or how you are treated in any way.

How to raise a concern or make a complaint about our services
If you have any concerns or would like to make a complaint, please speak to a member of staff who will endeavour to resolve them as soon as possible.

You can also:
• Write your concern down and hand to a member of staff
• Call the Complaints Officer on 01522 785 781 or the Chief Executive’s Office on 01522 511 566 or email enquiries@stbarnabashospice.co.uk
• Post your concerns to:
The Chief Executive’s office,
St Barnabas Hospice,
36 Nettleham Road,
Lincoln LN2 1RE

What happens next?
You will receive a letter of acknowledgement within three working days of receipt of your complaint.

All complaints will be referred to a senior manager for investigation who will contact you to confirm key issues, your preferred method of contact and a suggested timescale for the investigation. We aim to answer all complaints, whether verbal or written, within ten working days. If delays arise during the investigation, we will keep you informed of the progress.

A written response will be sent to you or a meeting arranged if preferred, to inform you of the outcome of the investigation and any action taken. We hope our response will assure you that we have taken your complaint seriously and addressed any changes to our services. We are also happy to arrange further meetings to help reach a satisfactory conclusion.

If you remain dissatisfied with our response you will be advised how to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman can be contacted using the options below: Mill Bank Towers, Millbank, London, SW1P 4QP
0345 015 4033 phso.enquiries@ombudsman.org.uk StBarnabasHospice.co.uk

Or contact
The Care Quality Commission
National Customer Service Centre
Citygate, Gallowgate
Newcastle Upon Tyne
NE1 4PA
0300 061 6161
enquiries@cqc.org.uk
www.cqc.org.uk

Other agencies that may be able to support you regarding your concern or complaint are:
Lincolnshire Patient Advice and Liaison Service (PALS) PALS is a confidential and impartial support service for patients, relatives and carers who can provide advice and guidance relating to your complaint. PALS is based within local hospitals and the contact details are Lincoln County Hospital 01522 707 071

Boston Pilgrim Hospital
01205 446 243

Grantham and District Hospital
01476 464 861
or email pals@ulh.nhs.uk
Advocacy Service

Free independent advocacy advice is available to support you with your complaint from POhWER.POhWER
PO Box 14043
Birmingham
B6 9BL
03004 562 370
pohwer@pohwer.netwww.pohwer.net

Healthwatch Lincolnshire
Healthwatch Lincolnshire is the local independent consumer champion for health and social care services.
Unit 12
1-2 North End,
Swineshead,
Lincolnshire,
PE20 3LR
01205 820 892
info@healthwatchlincolnshire.co.uk

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