How To Raise a Concern or Make a Complaint

At KEMP Hospice we work very hard to make sure we provide the highest standards of care and support to everyone using our services. However, we know we might not always get it right. We believe all concerns or complaints are an opportunity for us to learn and to improve.

For everyone using our services, please rest assured that if you do have to make a complaint or raise a concern it will not be recorded in your medical notes, or that of your relative, and it will in no way affect future care in any way.

Talk to us

Please feel comfortable raising your concerns with any member of the KEMP Hospice staff, and they will do their utmost to resolve your issue or they will speak to a senior manager if more action is needed.

You can arrange to speak directly to one of our Service Managers by calling the hospice on 01562 756000:

For feedback about our Bereavement Services please speak with Sanchia Evans.
For feedback about our Day Hospice, please speak with Liza McEvilly.
You can also write to our Chief Executive Caroline Beech at:

KEMP Hospice
41 Mason Road
Kidderminster
DY11 6AG

services@kemphospice.org.uk

What Happens Next?

When we receive a written complaint at KEMP Hospice we will write back to you within five days to confirm we have received your letter. A senior manager is then asked to look into your concerns; then we may ask to meet with you or to speak to you on the telephone, to help us more fully understand your concerns.

We will do our absolute best to give you a full reply as quickly as we can. We aim to give a complete reply within 20 working days from receiving your complaint. If the issues are complicated it may take us longer to investigate fully, however we will still write to you and keep you up-to-date.

What if I’m still not satisfied?

If you feel you would like to take your complaint further, you can write to the hospice’s Board of Trustees to ask for a review your complaint. Please use the address above.

If your complaint was in relation to the care we provide and you are not satisfied with our response, you can also inform our regulators, the Care Quality Commission:

Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Telephone: 03000 616161
Email: enquiries@cqc.org.uk