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Care complaints

Thank you for taking the time to feedback on your experience of our care service. Your feedback is vitally important to us to help us make improvements. Please be assured that raising a concern or making a complaint will not affect your care, either now, or in the future.

Ideally, your complaint should be made as soon as possible and within 12 months of realising you have cause to complain.

How to make a complaint

Face to face:

You can tell a member of staff involved in your care that you want or need help to make a complaint. You can also ask to speak to or discuss your complaint with the senior person on duty or manager in charge.

In writing:

Complaints – Quality Team
St Barnabas Hospices
Titnore lane
West Sussex
BN12 6NZ

Please include as much detail as possible, and include contact information so we can get back in touch with you.

By phone:

01903 706309

Our phone lines are only answered during normal office hours – you’re free to leave a message if you call outside of these times.

By email:

What happens next?

  • We will contact you within two working days of receiving your complaint to confirm receipt.
  • We will contact you to discuss how you wish your complaint to be handled and provide you with a named contact at the hospice.
  • We will carry out a full investigation, and aim to respond to you with our findings within 20 working days.
  • If there are likely to be any delays with our investigation, we will contact you as soon as possible to explain why.

Our commitment to you

We are committed to being open with our patients and families. If we become aware of any problems affecting your treatment or care, we will be proactive in telling you openly and honestly what has happened at the earliest opportunity.

Where necessary we will conduct an investigation and keep you informed. We will also answer your questions and tell you what we are going to do to put the matter right. The same applies whether we learn of a problem as it occurs, from something that you tell us, or from the investigation of a complaint or incident.

Download the accessible complaints leaflet

An easy to follow guide on making a complaint and what happens after.

Download the complaints leaflet