How to raise a concern or make a complaint

At Primrose Hospice & Family Support Centre we hope that you and your loved ones are happy with the level of care and support you have received. However we know that we may not always get things right. All complaints and concerns present an opportunity for us to learn and improve our services.

If you have any complaints or concerns about Primrose Hospice please do not hesitate to get in contact with us, using the details below.

For anyone using our services, please know that if you would like to raise a concern or make a complaint it will not be recorded in your medical notes and will not affect the future of your care at Primrose Hospice.

We would love to hear your thoughts about your experience at Primrose Hospice, so we can improve services.

Please take a few minutes to complete our survey here.

How to contact us:

Our Primrose Hospice staff are here to make you feel comfortable, should you feel you would like to raise a concern or a make a complaint. They will do everything they can to resolve your concerns and raise your concern with a senior member of staff if more action is needed.

You can speak directly to one of our Managers by calling the hospice on 01527 871051:

  • For feedback about our Family Support Services please speak with Heather Coughlin – Head of Family Support.
  • For feedback about our Clinical & Wellbeing Services (Including Day Hospice) please speak with Dawn White – Head of Clinical Services. 

You can also write to our Chief Executive Officer David Burrell at:

Primrose Hospice & Family Support Centre
St Godwalds Road
B60 3BW

Or email:

What happens next?

When we receive a written complaint at Primrose Hospice we will contact you within 5 working days with a resolution – if straightforward.

If the concern or complaint isn’t straightforward we will contact you within 5 working days to outline our process and enclose a copy of our complaints policy. We will then assign a manager to investigate the concern or complaint and manage it until closure. Following the completion of the investigation a written response will be sent to the complainant within 20 working days of receipt of the complaint.

Occasionally it may not be possible to conclude an investigation and respond within 20 days. In these circumstances the investigating manager will send a holding communication informing the complainant of the reasons for the delay and the expected response date.

You can access and refer to our Complaints Policy here. 

What happens if I’m still not satisfied?

If you feel you would like to take your complaint further, you can write to the hospice’s Chief Executive Officer or Chair of Trustees to ask for a review of complaint, using the address above.

If your complaint was in relation to the care we provide and you are not satisfied with our response, you can also inform our regulators, the Care Quality Commission:

Care Quality Commission
National Correspondence
Newcastle Upon Tyne
Telephone: 03000 616161