Complaints Procedure

Nightingale House is committed to providing a first-class service to our patients, their families, our supporters, customers, suppliers, and all other stakeholders. However, we understand that there may be times when we do not meet the high expectation levels we strive for. If this is the case, you can follow our complaints procedure, as follows, to try to resolve any issues you may have:

1. Talk to us

Raise the complaint directly with the person or team you are currently dealing with. They will endeavour to resolve the issues immediately, if possible. If an immediate resolution is not possible, they will respond to you within 10 working days.

2. Write to us

You can write to us at the following details:

Mrs Olivia Beckett

Executive/Board PA
Nightingale House
Chester Road
LL11 2SJ

or email:

Escalate Your Complaint

We will strive to resolve any complaints to the satisfaction of all parties concerned. However, if you are not satisfied with the outcome, you can escalate your complaint in writing to Mrs Lauren Emberton, Chief Executive Officer, or the Chair of the Board of Trustees (address as outlined above).

You can also share your concerns with Healthcare Inspectorate Wales (HIW).  HIW cannot investigate your complaint but can check that the hospice is meeting the regulations and standards as set out in the terms of registration with HIW.

You can also contact the Public Services Ombudsman for Wales to raise your concerns if you are not satisfied. 

Get In Touch

For more information on our complaints process please call 01978 316800 or complete and submit the form below:

    Please be aware the information you provide within this contact form will be saved on our servers and sent to a shared inbox before being forwarded to the relevant department therefore, please do not include any sensitive information within the form. By ticking this box you are agreeing to us storing your information. Please view our privacy policy for further details.