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Comments and Complaints

Michael Sobell Hospice is committed to delivering a high standard of service to patients, carers and families.  We would love to hear any comments, suggestions or complaints you have, so we can learn from your experience and improve our services for patients and their families now and in the future.

Comments and Suggestions

If you have an idea or a suggestion on how our services might be improved for the benefit of future patients, visitors and supporters, please complete a feedback card and and hand it to one of the receptionists in the Hospice or you can contact Kathryn Underwood at Harlington Hospice by phone on 020 8759 0453 or email  Alternatively, you can send it to: Kathryn Underwood, Lansdowne House, St Peters Way, Harlington, Hayes, UB3 5AB

You do not have to share your name and address but if you do, we will acknowledge your feedback and let you know how we have been able to respond to it.

Concerns and Complaints

Michael Sobell Hospice wants to give the best possible care and support to patients, their families, friends and carers.

However, we understand that there might be times when you are not happy with our service. Please tell us if you have any problems or worries about your care. The sooner you let us know, the sooner we can try and put things right.

Raising a concern or complaint will not unfavourably affect your care or the way staff respond to you in the future.

If you have a concern

If you are unhappy with anything, please speak to someone in charge as soon as possible. If you talk to us we can try to resolve the problem immediately.

If you prefer, you can speak to our Complaints Manager by calling 020 8759 0453 x213 or emailing

We take all feedback seriously and promise that we will do everything we can to improve our service.

Making a formal complaint

If you are still unhappy, you can make a formal complaint by speaking to a member of the Hospice staff, or to the Complaints Manager by calling 020 8759 0453 x213 or emailing

Alternatively, you can write to Chief Officer, Harlington Hospice, Lansdowne House, St Peters Way, Harlington, Hayes UB3 5AB

We will acknowledge your complaint within three working days.

What happens next?

A senior member of staff will investigate your complaint and may contact you for additional information.

After our investigation, we will send you a full response, usually within 30 working days. If our investigation takes longer we will contact you with a revised date.

If you are not happy with our response, please tell us immediately so we can try again to put things right.

If the cause of your complaint happened more than 12 months ago we may not be able to give you a full response, but we are still happy to talk to you about it.

Raising a concern or complaint on behalf of someone else

If you are making a complaint for someone else, we need to know that they agree to the complaint, if they are able, before we can proceed. We must always respect the confidentiality of those receiving our care.

Getting help with making complaints

Healthwatch Hillingdon will provide individuals with information about local health and care services including how to access them and what to do when things go wrong. It will help refer people to an independent person who can support them in making a complaint about NHS services.

Healthwatch Hillingdon

Tel: 01895 272997 or email


All clinical services at Michael Sobell Hospice are provided through our innovative partnership with the Harlington Hospice team.

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