Harlington Hospice is committed to delivering a high standard of service to anyone who is connected with our work. Your comments and suggestions are vital to ensure we can continue to do this.

Comments and compliments

If you or your loved one has recently benefitted from one of our services, please use our online friends and family feedback form.

If you have an idea or a suggestion on how our services might be improved for the benefit of future patients, visitors and supporters, or to give us feedback about a positive experience, please write it down and hand this to one of the Hospice receptionists or post it to:

Kathryn Underwood, Office Manager, Harlington Hospice, Lansdowne House, St Peters Way, Harlington, Hayes UB3 5AB

You do not have to leave your name and address but if you do, we will acknowledge your suggestion and let you know how we have been able to respond to it.

Concerns and Complaints

Harlington Hospice wants to give the best possible care and support to patients, their families, friends and carers.

If you or your loved one has recently received one of our services and you would like to raise a concern or make a complaint, please use our online friends and family feedback form.

However, we understand that there might be times when you are not happy with our service. Please tell us if you have any problems or worries about your care. The sooner you let us know, the sooner we can try and put things right.

Raising a concern or complaint will not unfavorably affect your care or the way staff respond to you in the future.

If you have a concern

If you are unhappy with anything, please speak to someone in charge as soon as possible. If you talk to us we can try to resolve the problem immediately.

If you prefer, you can speak to our Complaints Manager, Kathryn Underwood (Office Manager) at:

Telephone 020 8759 0453 x213

Email [email protected] or [email protected]

We take all feedback seriously and promise that we will do everything we can to improve our service.

Making a formal complaint

If you are still unhappy, you can make a formal complaint by speaking to a member of staff, or to the Complaints Manager, or

• Telephone 020 8759 0453 x213
• Email [email protected]

Write to Chief Officer, Harlington Hospice, Lansdowne House, St Peters Way, Harlington, Hayes UB3 5AB

We will acknowledge your complaint within three working days.

Raising a concern or complaint on behalf of someone else

If you are making a complaint for someone else, we need to know that they agree to the complaint, if they are able, before we can proceed. We must always respect the confidentiality of those receiving our care.

Fundraising and Donations

If your complaint concerns our fundraising activities, the complaint may be referred to:

Fundraising Regulator 

Telephone 0300 999 3407 or email [email protected]  / www.fundraisingregulator.org.uk

Getting help with making complaints

Healthwatch Hillingdon will provide individuals with information about local health and care services including how to access them and what to do when things go wrong. It will help refer people to an independent person who can support them in making a complaint about NHS services. Tel: 01895 272997 or email [email protected]

VoiceAbility is an independent advocacy service which can assist you in your complaint with NHS services. Tel: 0300 330 5454 or go to www.voiceability.org

If a complaint is about an NHS service at the Hospice which is commissioned by Hillingdon Clinical Commissioning Group (CCG) their complaints team may be contacted for advice. Northwest London CCGs Tel: 020 8966 1106 or email [email protected]

What happens next?

A senior member of staff will investigate your complaint and may contact you for additional information.

After our investigation, we will send you a full response, usually within 30 working days. If our investigation takes longer we will contact you with a revised date.

If you are not happy with our response, please tell us immediately so we can try again to put things right.

If the cause of your complaint happened more than 12 months ago we may not be able to give you a full response, but we are still happy to talk to you about it.

Independent review of complaints

If you are still unhappy, even after we have tried to solve the problem, you can take your complaint to:

The Parliamentary and Health Service Ombudsman

Telephone 0345 015 4033 or go to www.ombudsmen.org.uk

Who else can I contact?

Care Quality Commission

You can contact our regulatory body, the Care Quality Commission, at any time. They will not investigate the complaint, but they may visit the Hospice if your complaint is serious.

Telephone 03000 616161 or email www.cqc.org.uk