Feedback, Concerns and Complaints

Your feedback helps us to improve.

Care team Cerysa listening to feedback from hospice mum

We want every child, young person and family supported by Francis House to receive compassionate, safe and person-centred care. Listening to your experiences helps us understand what we are doing well and where we could make improvements.

You can share your views with us in many ways. This might be through an everyday conversation with a member of the team, a post-respite questionnaire, feedback following a group or event, an email, letter or card, or by raising a concern or complaint.

All feedback is valued

We record and review compliments, suggestions, concerns and complaints so that we can identify themes, recognise good practice and learn when something could have been done differently. Where improvements are needed, we agree actions, monitor them and share the learning with our teams.

The Feedback and Learning Cycle below explains how we turn what people tell us into learning and meaningful improvements to care and support.

Feedback and Learning Cycle poster
Download to view the Feedback and Learning Cycle (208.2KB pdf)

Share your experience

We would love to hear from you, whether you want to:

  • Tell us what went well
  • Thank or recognise a member of our team
  • Suggest an improvement
  • Raise a concern
  • Make a formal complaint

We hope you will feel comfortable speaking directly to a member of the care team or one of our managers. We will listen carefully and try to resolve any concerns promptly and fairly.

You can also contact us by:

Telephone: 0161 434 4118
Email: feedback@francishouse.org.uk
Online: Get in touch with your feedback, complaint or general enquiry via our contact form below.

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Care team Angela listening to feedback from hospice mum

What happens when you raise a concern or complaint

We want you to feel able to speak openly with us. You can raise a concern or complaint with any member of the Care Team, a Clinical Lead, the Director of Care or the Chief Executive. You can do this in person or in writing, and you may remain anonymous if you prefer

When you contact us:

  • We will listen carefully and treat your concern with sensitivity and respect.
  • Where possible, we will try to resolve the matter promptly.
  • All concerns and complaints, including minor concerns, are shared with the Director of Care or Chief Executive so they can be reviewed appropriately.
  • If the matter cannot be resolved straight away, we will acknowledge it on the same day or at the earliest opportunity.
  • We will provide written acknowledgement within two working days, unless we can provide a full response within five working days.
  • We aim to provide a full written response within 20 working days. If we need longer to complete our investigation, we will explain the reason for the delay and keep you informed.
  • We will explain what we have found, any action we have taken and any learning or improvements arising from your experience.

Information can be provided in an accessible format. We can also arrange communication support if needed.

If you remain dissatisfied after receiving our final response, you can ask for your complaint to be reviewed by the Trustees. We will also explain any further options available to you, including independent advocacy, Care Quality Commission (CQC) and where the complaint relates to NHS-funded care, the Parliamentary and Health Service Ombudsman

Raising a concern or making a complaint will not affect the care or support you or your family receive from Francis House. We value your honesty and use the feedback we receive to improve our services.

Francis House a brick building with a brown wooden entrance and shrubs and bushes planted on a brick drive way.

Further options

Independent support and escalation information can be found at:

The Care Quality Commission (CQC) does not investigate individual complaints but welcomes information about people’s experiences of care and may use this information to inform its regulatory activity.

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161
Website: www.cqc.org.uk

Where a complaint relates to NHS-funded care, complainants may also have the right to refer the matter to the Parliamentary and Health Service Ombudsman following completion of the hospice complaints process.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk