Whether it is a suggestion, compliment or complaint, your views help us to make sure the quality of our care is consistently of a high standard and meeting your needs. If a problem arises, we want to know so that we can put it right as quickly as possible.
If you have any comments or suggestions for how we can improve our services or wish to tell us about something, including if we are doing well, please complete the feedback form here
Complaints
We aim to give the best possible care to our patients, their families, and carers. However, we recognise there might be times when we don’t get it right. Ideally, if you have a particular concern please speak to a senior member of staff. They might be able to resolve the problem straight away. Alternatively, you can make a complaint by:
Ideally, your complaint should be made as soon as possible and within 12 months of realising you have cause to complain.
All formal complaints must be made in writing and addressed to:
Complaints
St. Michael’s Hospice
Basil de Ferranti House
Aldermaston Road
Basingstoke
RG24 9NB
You may prefer to ask a person whom you trust to make a complaint on your behalf.
Your complaint will be handled sensitively and investigated appropriately. When we receive notification of your complaint we will:
The recommendations from any investigation are used to improve hospice care and to ensure we deliver a high-quality service.
If you’re not happy with the response to your complaint, you can ask to see or write to the Chief Executive of St Michael’s Hospice to discuss the matter further. If you’re still not satisfied with the outcome, you can phone or write to us to request a meeting with the Chair of Trustees.
St. Michael’s Hospice is regulated by the Care Quality Commission and the Fundraising Regulator. If you remain unhappy about how we have responded to your complaint, you can contact the appropriate organisation directly. Please note you need to contact the Fundraising Regulator within two months of our response to your complaint.
