Making a Complaint

St. Luke’s Hospice are committed to maintaining high quality services that are safe, effective, responsive, caring and well-led. We are always keen to know when things haven’t gone right and to learn from feedback and complaints at all levels, working together to improve services. 

We aim to deal with any complaints thoroughly, in confidence, promptly and with empathy. We are committed to reflecting on lessons learnt and taking them forward to improve services.  

Safeguarding 

At the Hospice we believe that safeguarding is everyone’s business, and our staff are committed to ensuring that anyone in contact with our services is helped to feel safe and protected from harm.  

If you have a safeguarding concern, please contact our Safeguarding lead, Sharon Quinn on [email protected] or the Director of Care and Quality and Caldicott Guardian, Melanie White on [email protected] or 01268 524973. 

Fundraising 

If you have any feedback or concerns about our Fundraising activities please contact Michelle Mitchell, Associate Director of Fundraising and Communications on 01268 524973 or email [email protected]  

If you are unsatisfied with the way we handle your concerns regarding a fundraising activity, you can also contact the Fundraising Regulator on 0300 999 3407 or email [email protected]  

St. Luke’s Hospice is a charity registered with the Charity Commission under Registered Charity Number 289466. 

Freedom to Speak Up 

We have a designated ‘Freedom to Speak Up’ guardian who can be contacted by anyone who has concerns about the charity and its care at [email protected] 

Privacy and Data 

St. Luke’s Hospice’s Privacy Notice can be found here, which explains what personal information we collect, how it is stored and how it is used.  

Should you have any queries please contact our Data Protection Lead by phone on 01268 524 973 or write to Data Protection Lead, St. Luke’s Hospice, Fobbing Farm, Nethermayne, Basildon, Essex SS16 5NJ. 

Should you wish to lodge a complaint about the use of your information, details of our Complaints Process can be found here.  

If you require further information about the handling of care records and patient information, please contact the Director of Care and Quality and Caldicott Guardian, Melanie White by phone on 01268 524973 or by email more information on patient data please visit www.understandingpatientdata.org.uk 

If you wish to be removed from receiving information about training and education services from St. Luke’s Hospice, please contact us by email at [email protected] 

If you no longer wish receive information about fundraising from St. Luke’s Hospice, please contact us by email at [email protected]  

Full details of our official Complaints Process can be found here.