The Norfolk Hospice aims to provide high standards in all aspects of its work. We welcome your views, comments, suggestions and complaints.

Comments

We are always interested to hear your view and if you have any comments or suggestions, please let us know by completing this form.

Compliments

It is reassuring for us to know that we are meeting the high standards of care and service that we set for ourselves. So, when you are particularly pleased with the care you receive, please tell us either by letter, telephone (01485 601700) or completing this form. 

Complaints

If any aspect of your care gives you cause for dissatisfaction, please speak to us. All complaints are taken seriously and will be dealt with promptly, sympathetically and in complete confidence.

You can view our full Complaints policy here


What should I do first?

Ask to talk to the person in charge who will try to deal with your concerns straight away.

What do I do if I am not happy with the response to my complaint?

Ask to see or write to: 

Lyndsay Carter
Chief Executive
The Norfolk Hospice
Wheatfields
Hillington
King's Lynn
Norfolk 
PE31 6BH

or

Lynn Lockheart
Director of Operations
The Norfolk Hospice
Wheatfields
Hillington
King's Lynn
Norfolk 
PE31 6BH

Your complaint will be acknowledged within two working days.

If a full response cannot be given within this time, you will be informed how long this is likely to be. If there are any delays you will be kept fully informed.

What can I do if I am unhappy with the outcome?

If you are still not satisfied you can telephone the Care Quality Commission on 03000 616161 to arrange an appointment. 

Useful contacts

Care Quality Commission (CQC)
National Customer Service Centre
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA

Tel: 03000 616161

Fundraising Standards (for complaints about the Fundraising Team)
Compliance Manager
Fundraising Standards Board
65 Brushfield Street
London
E1 6AA

Tel: 0333 321 8803