I would like to provide feedback
If you have any comments, compliments or feedback about our care at St Luke's, we would love to hear what you think. Your feedback will help us to continuously improve our care for our patients and their families.
How to complain about St Luke’s services
We would encourage you to raise any complaint you may have about St Luke’s with a member of our staff when you visit the hospice, or when using one of our services. This gives us an opportunity to put things right and improve your experience and that of others too.
If we do not manage to resolve your issue, or you wish to make a more formal complaint, there are a number of ways you can do this. All complaints, however received, are taken seriously and give St Luke’s opportunities to improve and learn.
You can make a complaint by completing our online form here. Or click the button below to fill in our complaints form.
Make a complaint
You can also write to Emma Baldwin, Executive Lead for Care. The address to do this is: St Luke’s Hospice, Little Common Lane, Sheffield S11 9NE.
You can contact us by phone on: 0114 236 9911
If you require help or support in making complaints we can provide it to you – please contact us through the email address or phone number above and we will arrange for someone to contact you to help you make your complaint. Someone else can also make a complaint on your behalf with your consent.
The complaints process
For complaints relating to patient care, we will acknowledge receipt of your complaint within five working days.
A senior manager will investigate your complaint and the Executive Lead for Care will aim to send a full response to you outlining the findings within twenty working days of the receipt of your communication, unless there are complexities that make this impossible. In these circumstances we will let you know of the delay, and when we expect to report to you in full. If we find the complaint is upheld we will let you know what we are doing to ensure matters are put right in order to prevent it happening again.
Sometimes complaints can be about more than one health and social care provider, for example a complaint could be about one of Sheffield’s hospitals as well as St Luke’s. In such cases, we will contact you to gain your consent to share your complaint with the other healthcare provider(s) in order that we can work together and send you one response to all of the points you raise in your communication.
If you are not happy the response to your complaint, you may write to the Chief Executive of St Luke’s Hospice, Jo Lenton, who will consider the complaint made, the actions taken and our response to you, and consider whether any further investigation is required.
Anyone who makes a comment or complaint will not be treated differently by any member of staff for making such a comment or complaint. Details of comments and complaints will not be held on patient records and will not adversely impact on the care of any of our service users.
We are usually only able to respond to complaints that relate to circumstances that have arisen, or come to your attention, in the past 12 months, unless there are reasonable grounds for the delay and the complaint can still be reasonably investigated.
Getting help to complain
Many people are not well enough to make a complaint or raise a concern, or may feel unsure about what to expect. Please feel free to bring a friend or relative with you to talk about the concern or complaint, or ask them to help you write a letter. Alternatively, we can arrange for a member of staff to help you, or give you details of an independent advocacy service. This is a service which will offer you independent, free support during the complaint process.
Sheffield Advocacy Hub, run by Citizen’s Advice, is our local advocacy service for healthcare complaints for people who live in Sheffield. You can refer yourself into the service or St Luke’s can help you to do this. If you choose to self-refer, you can contact the Hub on 0800 035 0396 or you can email them at [email protected]
If your complaint is not about healthcare
If your complaint is about another aspect of St Luke’s services, like our fundraising or shops for instance, you can write to Stephen King, Executive Lead for Strategic & Competitive Performance at the above address.
External regulators
St Luke’s has a number of external regulators. Most of these require that you have notified St Luke’s of your complaint so that we can investigate it before you raise it with the regulator. Regulators include: The Charity Commission, The Care Quality Commission (CQC), the Parliamentary & Health Service Ombudsman, the Fundraising Regulator and the Information Commissioner’s Office. We can provide details of other regulators who may be able to support you if you are dissatisfied with the way St Luke’s has responded to your complaint.
Contact us
If you're struggling to access this information or would like to speak to someone directly, please call 0114 236 9911 or email [email protected]
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The information you provide on this form is confidential and will be processed in accordance with the St Luke’s privacy policy.
