Making a Complaint
At Pendleside Hospice, we strive to provide exceptional services and care.
However, we understand that sometimes things may not meet your expectations. If this happens, we are committed to addressing your concerns quickly and thoroughly.
We value your feedback as an opportunity to learn and improve our services for everyone.
Our Complaints Procedure
Our complaints process is designed to address any issues arising from the services we provide. We aim to offer clear explanations, resolve concerns efficiently, and ensure you feel heard.
If you have a concern or complaint, we encourage you to share it with us as soon as possible. Many issues can be resolved informally, but if further action is needed, our formal complaints procedure ensures your issue is fully addressed.
Who Can Make a Complaint?
Complaints can be made by:
- Service users: Anyone who has received care or treatment from Pendleside Hospice.
- Relatives, friends, or carers: On behalf of a patient (with their consent, if applicable) or regarding their own experience.
- Anyone in contact with our services: If they feel affected by the service provided.
How to Make a Complaint
We encourage open dialogue to resolve concerns informally whenever possible. Speak to any member of our team, and we’ll do our best to address your issue immediately.
If informal resolution isn’t possible, you can make a formal complaint:
- Submit Your Complaint:
Complaints can be made in writing, via email, or verbally. Address formal complaints to:
Helen McVey
Chief Executive
e: helen.mcvey@pendleside.org.uk
Pendleside Hospice, Colne Road, Burnley, Lancashire, BB10 2LW.
- Acknowledgement:
We will acknowledge receipt of your complaint within two working days and provide the name of your assigned Complaints Handler.
- Investigation:
An investigation will be conducted, typically within 20 working days. If more time is needed, we’ll inform you of the reason and provide an updated timeline.
- Outcome Notification:
Once the investigation is complete, you’ll receive a written summary of the findings and any actions taken. This will be shared within five working days of the investigation’s conclusion.
What Happens Next?
If you’re dissatisfied with the outcome, you can escalate your complaint to the Local Government Ombudsman, an independent body that reviews complaints about care services.
Contact the Ombudsman:
Phone: 0300 061 0614
Text ‘call back’: Send your name and number to 0762 481 1595.
Post: Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
Website: www.lgo.org.uk
You may also contact the Care Quality Commission (CQC), which regulates health and social care services in England. Visit www.cqc.org.uk for more information.
Need Help Making a Complaint?
If you require assistance—such as an interpreter, advocate, or other support—please let us know. We’re here to help ensure the process is as smooth as possible.
We genuinely appreciate your feedback, as it helps us improve the care we provide. Thank you for helping us make Pendleside Hospice better for everyone.
