We are committed to listening and responding to the experiences of our patients, service users and carers. Your comments help us to improve our services for everyone. We routinely collect feedback in several ways which provides valuable information to assess the quality of our services and identify things that need improvement. These include Patient Experience Surveys, Thank You Cards, Compliments, Complaints and Concerns. 

If you have any views on the services we offer, would like to find out more or give feedback, please ask for a Comment Form or to speak with our Patient Experience Team. You can also send an email to [email protected]

Alternatively, you can contact Sharon Quinn, Assistant Director of Patient Experience and Clinical Effectiveness by telephone on 01268 524 973, email at [email protected] or in writing to our postal address St. Luke’s Hospice, Fobbing Farm, Nethermayne, Basildon SS16 5NJ. Please note that all feedback received by email or post will be acknowledged within three working days of receipt.

Complaints Process

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 any 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. Details of our official Complaints Process can be found here. 

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 Commissioning and Caldicott Guardian, Joanne McCollum on [email protected] or 01268 524 973.

Fundraising

If you have any feedback 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, 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

At St. Luke’s Hospice 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 above. 

If you require further information about the handling of care records and patient information, please contact the Director of Care and Commissioning and Caldicott Guardian, Joanne McCollum by phone on 01268 524973 or by email [email protected]

For 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 wish to be removed from receiving information about fundraising from St. Luke’s Hospice, please contact us by email at [email protected]