Your feedback
We have a culture of openness and transparency at Skanda Vale Hospice and are keen that patients, visitors and team members feel able to voice their thoughts, concerns or complaints in complete confidence.
Feedback
If you have any feedback you’d like to give, we will reply to you within seven working days and investigate, if needed, sending a formal response within 30 days.
We are committed to sharing learning outcomes openly and honestly and we review compliments as a benchmark toward our mission of providing the very best service we can—so your opinion really does matter.
Feedback process
- Complete the form below, or download and email it to feedback@skandavalehospice.org. You can also collect a printed version from Reception and post it to us, or deliver it by hand.
- When we have received and reviewed your feedback we’ll contact you if needed to discuss your comments in detail. This is usually within three days of receipt, but please allow seven days if your preferred method is by post.
- If your feedback relates to a complaint or concern, the management team will then begin a thorough investigation.
- You will be given a single point of contact with whom you can liaise to fully understand and resolve your concerns.
- Once we have gathered all the necessary information, we’ll decide whether we need to take your concerns to the board of trustees.
- We will send you a formal written response regarding your feedback either within 30 days of our initial acknowledgement or upon resolution.
- Lastly, we’ll share both the feedback and the outcomes with our work development team to identify any learning or training needs and will include them in our quality review to keep improving our services.
Complaints policy
We would ask you to submit all complaints within 12 months of an incident. We are unable to look at complaints made after this period unless they fall under special exceptions. If you’d like a copy of our feedback policy, please get in touch.
Share your thoughts
