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Comments and complaints

You can download a copy of the complaints procedure here.

If you would like to get in touch about any aspect of Pilgrims Hospices services or care please read on.



We welcome your comments and suggestions; please ask at reception for a comment slip or you can write directly to your local hospice. Please let us know if you require an acknowledgement.


It is our aim to provide the very highest standard of care and service for all our patients, their families and carers. We are dedicated to consistently meeting your high expectations and regularly monitor our performance to make sure we continue to do this.

Therefore we would like to hear from you if you are in any way dissatisfied. This will help us to give you the service you deserve and help us to improve our services for others.

We understand that you might feel uneasy discussing any issues you have with us, because you fear it might affect your or your loved one’s day-to-day care, or the relationships you have built with our staff. However be reassured that any matter discussed would not only be dealt with confidentially but would be resolved as soon as possible so that you can continue to benefit from the services offered by our hospices.

If you do have an issue you wish to bring to our attention, please speak to any member of staff or call your local hospice.

A copy of the Complaints procedure is available from reception on request. Ask to see a copy of the “Statement of Purpose”. Dealing with Complaints is the ultimate responsibility of the Board of Trustees. Complaints are regulated by the Care Quality Commission.

Access to healthcare records

Access to healthcare records is governed by the Data Protection Act 1998. To gain access under these regulations, you need to apply to the chief executive officer. You can do this by asking the clinical nurse specialist, a hospice doctor or nurse in charge at your local hospice. In order to access records you will need to know who the Caldicott Guardian is, in this case it is the medical director.

Contacting us

You can also write to us with your comments and suggestions at the following address:

Pilgrims Hospices
56 London Road

To contact us in regards to a fundraising or lottery complaint, please read our Fundraising Complaints Procedure.



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