Queenscourt Hospice > About Us > Feedback

 Your Feedback Matters

#teamqueenscourt are at the heart of palliative care within our community, working alongside wider medical, nursing and care home teams across West Lancashire, Formby and Southport.
We strive to ensure that patients with a life-limiting illness, together with their loved ones, receive the best compassionate care possible, whenever and wherever they need us.

Queenscourt’s services are under continual review through a variety of mechanisms, including:

  • Patient and family feedback (surveys)
  • Staff surveys
  • Review of activity data
  • Integrated governance reports
  • Clinical audit
  • Formal service evaluations
  • Benchmarking against local, regional and national hospice networks

Your Feedback Matters to us, so that we can continue to deliver the highest standard of care, when it is needed the most.

Please get in touch if you are willing to share your experiences of our care, as your own personal feedback as a patient or family member may help to reassure someone else who needs our care, and could also help us to shape our services moving forward.

You can email us at hospice@queenscourt.org.uk or write to Queenscourt Hospice, Town Lane, Southport PR8 6RE

If you experience any difficulties with our care, or feel that we could have done better, we would welcome your feedback so that we can address any issues raised and learn from them:

How to Make a Complaint:

We take all complaints very seriously and they are dealt with by Senior Management in accordance with our Complaints Policy. In the first instance, please raise any concerns directly with a senior member of staff so that we can try to resolve any problems for you at the time. However, if this does not resolve matters satisfactorily, to make a formal complaint please write to:

Director of Corporate Services
Queenscourt Hospice
Town Lane,
Southport
PR8 6RE

or

Send an email to hospice@queenscourt.org.uk and mark your email for the attention of the Director of Corporate Services.

What Happens Next:

  • Your complaint will be acknowledged within 2 working days of receipt.
  • An Executive Director, or a delegated person, will then investigate the complaint.
  • The results of the investigation will be shared in a written response to the complainant, normally within 14 working days of receiving the complaint.
  • Where this is not possible the complainant will be advised by letter of the reasons for the delay and of the date when the response can be expected.
  • A patient, or a person acting on a patient’s behalf, who is unhappy about how a complaint is being or has been handled may escalate their complaint in the first instance to the Chair of Trustees by emailing hospice@queenscourt.org.uk and marking the email for the attention of the Chair of Trustees.
  • In the event that they still remain dissatisfied they may escalate their complaint to the most applicable regulatory body. Contact details for Regulatory bodies can be found on our complaints leaflet, which is available upon request.