Your feedback

We work hard to nurture a culture of openness and transparency across all our teams, to create a place where all of our patients, customers and team members can voice their comments, concerns or complaints in the strictest of confidence.

Rest assured, your feedback will be promptly acknowledged within seven working days and where applicable, investigated; with a formal response provided within 30 days of receipt.

We endeavour to share any learning outcomes openly and honestly to all parties and equally, compliments will be reviewed as a benchmark toward our mission of providing the very best service to all of our service users, their extended families and friends. Your opinion matters!

  • Once we receive your feedback we will review the information provided and if warranted, we will contact you directly via your preferred method, to discuss your comments in detail. We will always aim to contact you within 3 days of receipt, however, please allow a full 7 days if your preferred method is by post.
  • If your feedback is in relation to a complaint or concern, we will escalate your feedback to the relevant management team, who will then initiate a thorough investigation. During this process you will be allocated a single point of contact with whom you can liaise; with a view to understanding/resolving your concerns.
  • Once we have collated evidence from all relevant parties, we will decide whether your concerns warrant escalation to our board of trustees.
  • You will receive a formal written response regarding your feedback within 30 days of acknowledgement, or alternatively upon resolution. We will then share this with our work development team in order to identify any additional training needs and include this feedback in our quality review in order to improve our services.

All complaints should be made within 12 months of the incident/subject matter. Any complaints made outside of this remit, unless void of the limitation protocol, will not be escalated. If you wish to receive a copy of our feedback policy, please request a copy or write to us at:

Skanda Vale Hospice
SA44 5DY

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