Feedback and Complaints

North West Hospice provides specialist care with compassion for those living with life-limiting illnesses in our community.

Our values are engendered in the word CARE, which is at the heart of our service:

  • C for Compassion
  • 
A for Accountability
  • R for Respect
  • E for Excellence

What should Service Users expect from North West Hospice?

North West Hospice has adapted the HSE National Healthcare Charter. To learn more about what you should expect as a service user please see the Charter.

Feedback and Complaints

North West Hospice welcomes and encourages your feedback on any aspect of the care received in our services. Your feedback will help us improve our services.

This “How to give Feedback or Make a Complaint leaflet” aims to explain what you may expect to happen if you wish to make a complaint regarding any aspect of our service about which you may be dissatisfied

We would love to hear from you and really appreciate your feedback. Click here for a feedback form:

What happens after I make a complaint?

The following timeframes for dealing with your complaints have been adapted from the HSE complaints policy “Your Service, Your Say”. This leaflet outlines what you might expect after you make a complaint.

Testimonials

"Thank you for looking after our Mum so well. We won't forget you when we think of Mum, too."

"From the time he was diagnosed as terminal the Northwest Hospice were fantastic in providing support not only to Aidan but to us as a family. From the palliative care team that called on a regular basis to our home to help relieve the agonising pain he suffered with, to the respite facilities he utilised in the hospice itself; the hospice staff always provided an invaluable service. This service was always delivered with a smile, humour when appropriate and most importantly constant caring and professionalism. Our family could not speak highly enough of the North West Hospice Team."

"Just to say thank you so much for being our friend and our support during Seamus's illness. There were days when we felt down and your visit was like a breath of fresh air. So continue your great work. You will always have a place in our hearts"

"Many, many thanks for all you did for Colin. I can honestly say, without your visits and encouragements, he wouldn't have been able to cope with his illness as well as he did."

"There are no words to express our deep appreciation to you for the way you held Gerry and ourselves in the palm of your hand during his last hours with us. May you continue to bring your love, care and attention to many other families."

"Just wanted to say a massive thank you to the staff, they’re an amazing bunch of people who made my dad Christy’s stay so comfortable and happy. All the staff who made even family and friends welcome. You gave my mum the time and comfort to be with him so thank you so much."

“Thank you so much for all the wonderful help and support you gave to my Dad and to my Mother and all of us when Dad was dying. I will never forget your dedication, your love, your generosity, your patience and your kindness. Your work in life is a true vocation. Through your support we were able to keep Dad at home and let him have his wish.”

“I just want to say a very big thank you for your kindness and caring for Mary. What you did was way beyond the call of duty. The way you cared in those last few days of Mary’s life and thought of every little detail was heartwarming to watch. This was my experience of hospice care and all I can say is that your kindness to Mary was unsurpassable.”

“I can never thank you enough for all you did for my mother, and your help and support to us. I could never have come through without you. You were my sanity and life support.” 

“I want to put in writing my deep gratitude to you for helping us with Teresa. You gave her what she so much deserved – time, dignity, and comfort in a very honest way.”