Duty of Candour

It is our policy at Pilgrims Hospices to take an honest, open and transparent approach with users of our services. When things go wrong we will acknowledge where we went wrong, and we will be clear and swift in our apology. We will also provide service users and other relevant people with support, information and a written apology.

We will take responsibility and put in place what is required to reduce risk and improve the way that we care so that you can remain confident in the service that we provide.


We are focused on providing the best care and support that we can. However we are aware that sometimes we may not get it quite right. If that happens we would like to know about it as soon as possible. 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 please be reassured that any matter brought to our attention will be dealt with quickly and in confidence.

We will focus on trying to put right whatever is causing you concern. 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 our Complaints Procedure is available to download here or from Pilgrims Hospices receptions on request.

Dealing with Complaints is the ultimate responsibility of the Board of Trustees. Complaints are regulated by the Care Quality Commission.