Comments, Compliments and Complaints

The Shakespeare Hospice (TSH) aims to provide the highest possible standards of care for all people using our services, shops, and supporting us with their time and/or fundraising. 

TSH is committed to ensuring consistent high standards at all times and we welcome suggestions and feedback, where we may have fallen short of those standards, as well as at times when we have achieved them.

We receive a large number of compliments from our service users, carers and their families who wish to express their gratitude for services received. Compliments are therefore important feedback for us and are seen as a means of learning how and when things have gone well.  If you would like to share your appreciation or give general feedback you may do so by using our feedback form.

We value and respect the views of everyone who has reason to use our services. If you are unhappy with any aspect of your experience, either as a service user, a relative/carer or a supporter, we want you to tell us. We are keen to learn from you so that we can take action when things have gone wrong and improve what we do in the future.

We take all complaints seriously and will deal with them in a timely manner. A complaint should usually be made as soon as possible after the event and within 12 months of the date that you became aware of the issue.

We want you to be assured that contacting us to make a complaint will not affect your future care or relationship with us in anyway.

Step 1 - How to make a complaint

We are sorry that you feel the need to complain but you may send your complaint to us in any of the following ways: 

 

Call: 01789 266852 
Email: enquiries@theshakespearehospice.org.uk 
Write to: The Shakespeare Hospice, Church Lane, Shottery, Stratford upon Avon, Warwickshire, CV37 9UL 

 

• We will acknowledge the complaint in writing within 2 working days 

• An investigation into the complaint will begin. If needed a meeting may be offered to the complainant giving an opportunity to them

  to discuss their concerns. 

• A follow up letter from the Chief Executive or Head of Department will be written to the complainant within 2 weeks and

  complainants should be made aware if an investigation will take longer than this. 

Step 2 - Unresolved complaints 

In the event of the complaint response not being satisfactory, you may refer the matter to the Chief Executive, in the first instance in writing, requesting an independent review. Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you would like us to do.

 

During this stage, you can expect to receive a follow up letter from the Chief Executive within 2 weeks and you will be made aware if an investigation will take any longer than this.

 

Step 3 - Appealing a complaint outcome 

If you are still not satisfied with our response you have the right to appeal in writing within 28 days to the Chief Executive and Chair of Trustees and the following stages will apply:  

 

Stage 1: The Chief Executive and Chair of Trustees will review the case and decide how to proceed. 
Stage 2: If an independent review is deemed appropriate by the Chair they will form a panel, with three other board members, to review the case within 15 working days of receiving the appeal in writing. The panel members will have had no prior connection with the case. 
Stage 3: The panel will ensure that the complainant and/or their representative have the opportunity to restate their complaint and that any staff concerned have the opportunity to present their side of the case. 
Stage 4: It may be necessary for the review panel to seek professional advice from individuals, or bodies, in order to reach a decision. 
Stage 5: The decision of the review panel will be final and will be conveyed to you in writing within 10 working days. In communicating their decision, the review panel will advise that if you are still dis-satisfied with the response you may refer the matter outside the hospice as below. 

Step 4 - Taking your complaint to an external organisation 

If you wish to lodge a complaint or seek advice from a supervisory authority please contact:

 

The Fundraising Regulator (for fundraising complaints only)

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, not least those who may be vulnerable, from unacceptable fundraising practices. Their contact details are: 

 

The Fundraising Regulator 
2nd Floor 
CAN Mezzanine Building 
49-51 East Road 
London N1 6AH

 

Tel: 0300 999 3407 

Email: enquiries@fundraisingregulator.org.uk 

Website: https://www.fundraisingregulator.org.uk/

 

The Care quality Commission (for clinical complaints only)

The Care Quality Commission is not a complaints agency, nor do they have statutory powers to investigate complaints. However, where necessary, they will use their inspection powers to undertake enquiries to determine whether a provider is complying with the Private and Voluntary Health Care (England) Regulations. The address of the Care Quality Commission is:

 

The Care Quality Commission 
West Midlands Region 
Citygate 
Gallowgate 
Newcastle upon Tyne 
NE1 4PA

 

Website: https://www.cqc.org.uk/

 

Parliamentary and Health Service Ombudsman (PHSO) 
Parliamentary and Health Service Ombudsman 
Millbank Tower 
Millbank 
London 
SW1P 4QP

 

Tel: 0345 015 4033 

Email: phso.enquiries@ombudsman.org.uk 

 

© 2019 The Shakespeare Hospice, Registered Charity Number: 1064091. Registered in England & Wales Number: 3291683.
Registered Office: Church Lane, Shottery, Stratford-upon-Avon, Warwickshire, CV37 9UL