Complaints Policy

We aim to provide the best possible care for our patients and those close to them. One of the ways we can ensure that we keep our standards high is to ask you to tell us when we get it right and when we get it wrong. If your family, friends and carers have any comments, suggestions or complaints, please tell us. It is important that we receive your feedback.

Complaints Procedure

We hope you are happy with the service you’ve received from St Catherine’s Hospice and that you’ll never have reason to complain – but if there’s something you’re not happy with, please tell us so we can try to put matters right.

You can make a complaint in any of the following ways:

  • In writing by letter or email
  • Verbally by telephone or in person to any member of staff.

If you wish to make a written complaint and are unsure of the relevant team or department, please address it to:

The Chief Executive
St Catherine’s Hospice
Grace Holland Avenue
Pease Pottage
RH11 9SL

Or email

We aim to provide an acknowledgement of all complaints within five days of receipt and a full response within 25 days.

The St Catherine’s Hospice Complaints Policy can be found here.

Anonymised summaries of complaints are circulated to members of the St Catherine’s Hospice Board of Trustees. The 2018/19 annual complaints summary is here.