Hands holding

Making a complaint

Here at Havens Hospices, we take complaints seriously and will always investigate feedback in order to improve our care and services.

Care

In the first instance, please speak to a member of the Care Team who will try to resolve your concern promptly and effectively.

If this is not possible, please ask to speak with a senior member of the Care Team. This could be the Shift Leader/Ward Sister/Sister or Head of Adult/Children’s Services.

All official complaints are dealt with under Havens Hospices Complaints Policy, and reviewed by the Chief Executive and then Chair of Trustees if the complainant is dissatisfied with any of these conclusions.

Complaints can also be directed to the Care Quality Commission if a resolution is not agreed.

Safeguarding

If you have a safeguarding concern, full details can be found here.

Fundraising

Havens Hospices is a charity registered with the Charity Commission (1022119)

If you have a complaint about any of our events, activities, charity shops or fundraisers, you can contact us and your details will be passed to the most appropriate manager to investigate.

All official complaints are dealt with under Havens Hospices Complaints Policy, and reviewed by the Chief Executive and then Chair of Trustees if the complainant is dissatisfied with any of these conclusions.

Complaints can also be directed to the Fundraising Regulator, which Havens Hospices is a member.

If you wish for Havens Hospices to stop sending you information about fundraising, you can fill in this form, email changeme@havenshospices.org.uk or call 01702 220 305. You can also contact the Fundraising Preference Service who can contact the charities on your behalf.

Freedom to Speak

At Havens Hospices, we have a designated ‘Freedom to Speak’ guardian who can be contacted by anyone who has concerns about the charity and its care. They can be contacted on freedomtospeak@havenshospices.org.uk

Privacy and Data

The Havens Hospices Privacy Notice can be found here, which explains what personal information we collect, how it is stored and how it is used. Any concerns around personal data can be addressed to dataprotection@havenshospices.org.uk

Requests for personal care records can be made to caldicottguardian@havenshospices.org.uk

For more information on patient data please visit www.understandingpatientdata.org.uk

Complaints Policy

To request a copy of Havens Hospices’ Complaints Policy please contact us.