Compliments and Complaints

Wirral Hospice St John’s aims to provide a high quality service for all patients and their families and very much values your opinions and views.

Improving our Care

We aim to review and improve the services that we provide. To do this, we use a number of different methods to gather this important information from patients, carers, family members and users of the service:-

Patient Satisfaction Surveys. Please ask a member of your care team for a form or visit www.wirralhospice.org/iwantgreatcare for more details
Focus Groups
Campaign Days
Weekly inspections
Board members inspections

We review and evaluate the results and act on your suggestions and feedback. We also share this information with the Care Quality Commission when they inspect us.

How to make a Compliment, Comment or Complaint

We welcome your compliments, comments and complaints.

We will display any thank you letters and cards we receive wherever possible. It is particularly encouraging and rewarding to our staff and volunteers to receive this feedback. Some of the recent positive messages we have received have been as follows:

“I would like to thank the whole team of staff and volunteers at the Hospice. It is such a lovely, peaceful and happy place.”

“Thank you to all the staff who helped make the Hospice a beautifully relaxing sanctuary for those who are unable to look after themselves and make those last few weeks as peaceful as possible.”

“Thank you to all the lovely nurses for all your care and support x”

“Thanks to all the volunteers who worked tirelessly to fulfil every request from patients.”

“You took such wonderful care of my beautiful friend in her last days here. Words are not enough to thank you all.”

If you have a comment or concern, or wish to make a complaint about any aspect of our care or other services, please bring your issues to our attention as soon as you can by approaching the senior person on duty. Please tell them about any worries or issues or things you are unhappy with and they will, hopefully, be able to resolve any concerns that you have.

It is hoped at this stage that any problems will be rectified promptly in order that the issues are resolved, so preventing the necessity for a formal complaint.

You can make your compliment, comment or complaint by speaking with us, by writing to us by post or by emailing info@wirralhospice.org

If you wish to make a formal complaint, please click here to find out how we will deal with it and respond to you.