Tell us what you think about St Clare
Here at St Clare, we are committed to understanding the needs of our local community; working towards offering an excellent quality service that can help local people who need us.
All of our staff are very happy to receive feedback regarding any aspect of our service. So, if you have feedback to share, whether complimentary, critical, or you’d like to offer a suggestion for how we can improve our service – we’d love to hear from you.
We ensure all feedback is reviewed by our Director Team and promptly acted upon.
Patient and Family Experience Survey
We invite you to complete our Patient and Family Experience Survey – it only takes a few minutes and can make a lasting difference in the care we provide.
Your responses are completely confidential and will help us continue to deliver compassionate, high-quality care to everyone who needs us.
Submit your feedback online
Download a paper survey
If you would prefer to submit your feedback using a paper version of our survey, please download a copy below.
You can return your completed Experience Survey to us by emailing it to info@stclarehospice.org.uk or posting it to our Quality & Improvement Team at:
Quality & Improvement Team
FREEPOST RRLY-EZLX-YJLK
St Clare Hospice
Hastingwood Rd
HARLOW
CM17 9JX
Write to us
You are welcome to write to us using the following freepost address:
Chief Executive
FREEPOST RRLY-EZLX-YJLK
St Clare Hospice
Hastingwood Rd
HARLOW
CM17 9JX
Call or email
You are also welcome to give us a call on our Main Reception line 01279 773 700 or get in touch via email at info@stclarehospice.org.uk.
Alongside submitting feedback to us here at St Clare, you may wish to also submit feedback to the Care Quality Commission (CQC) here: https://www.cqc.org.uk/give-feedback-on-care
Hospice User Forum
Our Hospice User Forum is a dedicated space for patients, family members, carers and friends who have experienced St Clare services to share their views so we can continue to improve and develop our services for people who are living with a life-limiting condition, facing the end of life or experiencing bereavement.
Whether you are a patient, relative, carer or member of the public, if you are currently using, or have used any of our services in the past two years, then we would welcome you to join our Hospice User Forum.
For full details and to register your interest, click the button below.
Comments and compliments
We’d be delighted to hear about your positive experience with St Clare. We ensure that any complimentary feedback we receive is passed on to the relevant team so that we can see where our services are performing well; and to give praise to our staff who are going the extra mile. We also welcome any suggestions you may have about how we can improve our services to better meet the needs of local people.
You can share your feedback by writing to us at the above address, or sending an email to info@stclarehospice.org.uk with the subject line ‘feedback’.
Making a complaint
There may be times when you feel dissatisfied with our service. We value your opinion and would like to encourage you to talk to any member of staff who will try and resolve your concern efficiently, effectively and promptly.
Alternatively, we invite you to send your complaint in writing to our Chief Executive Officer at the above address. We will provide an acknowledgement within two working days and, following an investigation, we will aim to provide you with a response within 14 days.
If you have not been able to resolve your concern, you may request a Trustee Review by writing to the Chair of Trustees. Following this, if the issue has not been resolved to your satisfaction, you may write to the Herts & West Essex Integrated Care Board, NHS England or the Fundraising Regulator, depending on the nature of your complaint. Please ask a member of staff at St Clare Hospice for guidance.
Health Service Ombudsman
We will do our best to respond swiftly to your concerns or complaints. If we cannot resolve your complaint to your satisfaction, you can ask the Parliamentary and Health Service Ombudsman to look at your complaint.
You can contact the Health Service Ombudsman via the website https://www.ombudsman.org.uk/making-complaint
Leave a review
We’d love to hear about your experience! Leaving us a positive review for others to see can also help local people to feel empowered to access Hospice care when they need it. By helping us to reach more people, we can ensure that nobody has to face their journey alone.
Google reviews
If you’d like to leave us a review on Google, you can do so by clicking the button below.
Facebook reviews
If you’d like to leave us a review on Facebook, you can do so by clicking the button below.