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Social Worker, Maria, sits in a coffee shop talking to a bereaved family member.

Compliments, concerns and complaints

At St John’s we treat all compliments, concerns and complaints as an opportunity to improve.

Providing feedback

Whether you are a patient, family member or supporter of St John’s we hope that you have had a positive experience. We take pride in looking after our patients, family members and supporters and are continually looking at ways to improve the quality, holistic care we provide as well as our fundraising activities.

We value feedback and treat all compliments, concerns and complaints received as an opportunity to improve the way we work.

You can let us know any feedback you have by completing our online patient feedback survey or by following the guidance below.

Compliments, comments and suggestions

General comments, compliments and suggestions are always welcomed. These can be made by speaking to a member of staff or department manager at the time of your visit or by using the contact details below.

Telephone: 020 7806 4040
Email: hospice.info@hje.org.uk


If your feedback is related to our Fundraising Team please contact them directly by using the following details.

Telephone: 020 7806 4011
Email: fundraising@hje.org.uk

Concerns and complaints

If you do encounter any problems with our services, however small, you should tell us.

If possible, please tell us of your concerns as they happen. Each department has a manager who is always happy to assist, please ask to speak to them at the time of your visit or by using the contact details below. Our reception desk will ensure that you are put through to the correct person.

Telephone: 020 7806 4040
‍Email: hospice.info@hje.org.uk

If you would like to escalate your concern or complaint to someone more senior you can write to the Director of the Hospice and Chief Nursing Officer at the following address:

Mr Andrew Gallini
Director of Hospice and Chief Nursing Officer
St John’s Hospice
60 Grove End Road
London
NW8 9NH

Or email hospice.info@hje.org.uk for the attention of the Chief Nursing Officer.


If your concern or complaint is related to our Fundraising Team please contact them directly by using the following details.

Telephone: 020 7806 4011
Email: fundraising@hje.org.uk

If you would like to escalate your concern or complaint to someone more senior you can write to the Director of Fundraising at the following address:

Mrs Charlotte Locks-Moro
Director of Fundraising
St John’s Hospice
60 Grove End Road
London
NW8 9NH

Or email fundraising@hje.org.uk for the attention of the Director of Fundraising.

What happens next?

If your complaint is verbal, we will try to respond immediately or at least within 24 hours.

If your complaint is in writing, the department manager or the appropriate Director will acknowledge receipt within 2 working days. It may sometimes be possible to answer the complaint within this initial response.

After investigation into the complaint, you will normally be sent a full reply within 20 working days with a full explanation of the results and any details of any action taken as consequence. It can take time to establish the facts and circumstances. If this is likely to take longer than 20 working days we will of course let you know.

What happens if I am not happy with the outcome?
We are a member of the Independent Sector Complaints Adjudication Service (ISCAS) and abide by its Code of Practice. If you are not satisfied with the way we have handled your complaint after receiving a full response you can contact ISCAS. If you are unhappy about how the complaint is being handled, you may also complain directly to the Care Quality Commission (CQC). Please note that the CQC do not handle complaints.

If your complaint is related to fundraising, and after contacting our Fundraising team, you feel the issue is still unresolved, you can contact the Fundraising Regulator. Please note that you must do this within two months of receiving your response from us.

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Social Worker, Maria, is sitting facing the camera smiling to a young boy who is receiving bereavement counselling. his identity is hidden and his back is to the camera. He is wearing a black jumper and black baseball cap.

Our people

From our nurses to our fundraisers, volunteers to our Trustees, our team all share the same passion and commitment to providing quality, holistic care.

Find out more
The entrance way to the hospice on Grove End Road, St John's Wood. The exposed brick wall on the left features the Giving Tree.

Our history

Our hospice first opened its doors in 1984 with 10 inpatient beds in St John’s Wood. In the almost 40 years that have followed our community and services have grown, enabling us to support more than 4,500 people each year.

Find out more
A supporter wearing a green hospice t-shirt abseils off a building in aid of St John's.

Get involved

Join us at an event, give in memory, fundraise, or volunteer. There are so many ways you can get involved with St John’s and help us to reach more people and provide more care in our community.

Find out more
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