Share a complaint, comment, compliment, or suggestion through our online form

If there is something you are not happy about, please tell us as soon as possible, so we can investigate while the event is fresh in people’s minds.

Your views are important to us. They help us understand what we are doing well and where we can improve. We treat any concern or complaint in the strictest confidence, and in a courteous and open way, so that we understand your concerns and respond to them promptly and thoroughly.

Telling us your concerns

We understand that it can be difficult and distressing to complain about your care or treatment, especially if you are not feeling well. We will support you as much as possible by discussing your concerns and working to resolve them promptly and satisfactorily. We can provide access to interpreter services if you need them and we will also endeavour to respond to any concerns or complaints you raise in the same format that you have made them in, or the format you tell us you would like us to use.

There are various ways you can let us know what you think about our services and your experience.

You can:

• Speak to a member of staff, who will listen to what you have to say and try to resolve any problems. If they are unable to help, they will explain the next steps available to you.
• Write to Trinity’s Chief Executive, Emily Carter, by email to [email protected], or by post to 30 Clapham North Side, London, SW4 0RN.
• Use the complaints form on this website – the form is automatically sent to relevant senior staff to investigate
• Write a letter and hand it in at reception or pass it to any member of staff
• If you would prefer a different format, then we will ensure that this is available to you. 

Sharing a comment, suggestion or complaint on behalf of another person

Anyone who is unhappy with the services we provide can share a complaint, suggestion or comment. In the following circumstances, a complaint may be raised on behalf of another:

• If the person concerned has consented for a representative to act on their behalf
• If the person concerned has died
• If the person concerned is under 18
• If the person concerned is unable to make a complaint due to compromised capacity (as defined in Mental Capacity Act 2005)

Please try to give as much information about the nature of your concern as you can. For example, what happened, where it happened, when it happened and who was involved.

What happens next

Once we have received your concern or complaint, we will agree with you whether it can be resolved by staff in the area where the issue arose. If it can’t, then it may be best to deal with it through our formal complaints process.

If your complaint is dealt with formally, we will:

• Write to you within two working days to confirm that we have received your complaint and are investigating it.
• Investigate your complaint within 20 working days and let you know what we find out and whether we need to change any areas of practice.
• Let you know if we cannot respond within 20 days. We will tell you the reason and inform you when we will be able to respond.

If your complaint involves other organisations as well as Trinity, we will agree with you and them whether the issues should be handled separately. Alternatively, we may work together to provide you with a joint response.

Taking your complaint further

If you are concerned about the way we managed your complaint, you can ask the Chair of our Patient Services Committee, who is a member of Royal Trinity Hospice’s Board of Trustees, to review the process. Email: [email protected].

If you are still unhappy after we have investigated your complaint, you can ask for it to be independently reviewed. We can provide you with more details of how to do this.

You can also give feedback on your care directly to the Care Quality Commission, which regulates healthcare providers in England. You can use their online form to tell them about a good or bad experience of care or a concern about the service. www.cqc.org.uk/give-feedback-on-care

Getting help to make a complaint

There are many organisations that can offer you free help, support and advice on how to make a complaint. These include:

• Citizen’s Advice is a network of local charities offering confidential advice, for free. Tel: 0800 144 8848 Text Relay: 18001 then 0800 144 8884
• Independent Health Complaints Advisory Service can advise you on which organisation might help and at what stage you should approach them. This service is provided by POhWER; Voiceability and The Advocacy People depending on the borough you live in.
• Your local council may provide support for people making, or considering making, a complaint about their care or treatment.

Our donor charter

Our donor charter aims to assure our existing and potential donors that as an organisation we strive for the very highest standards in everything that we do and that we take our responsibility towards our donors extremely seriously at all times.