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Compliments and Complaints
At Thames Hospice, we are committed to providing the highest standard of care and support to our patients, their families, our supporters, and our community. Your experiences matter deeply to us. Whether you want to share a compliment, provide feedback, or raise a concern, your voice helps us learn, improve and continue delivering compassionate care.
Our public Feedback & Complaints Policy underpins this commitment. We believe every comment counts. We aim to listen carefully, respond promptly, learn from what you tell us, and make changes where needed.
Why your feedback matters
- Feedback helps us understand what we get right, and what we could do better.
- Complaints highlight areas where our standards may have fallen short, giving us a chance to apologise, act, and make things right for you or future service users.
- All feedback and complaints are treated with respect, confidentiality and transparency, in line with our wider policies including confidentiality and data protection.
How to share feedback or make a complaint
Speak to a member of staff
If something has gone well, or not as expected, please talk to a member of our team as soon as possible. Many concerns can be resolved quickly once we understand what has happened.
Complete our online feedback and complaints form
The quickest and easiest way to share your thoughts is by completing our online form. Simply click the button below to get started.
Contact us directly
If you would prefer to share your comments another way, you can reach us using the details below:
Switchboard
Tel: 01753 842121
Mon–Fri, 8am–5pm
By post
Thames Hospice
Windsor Road
Maidenhead SL6 2DN
Our commitments to you
When you contact us, we follow the process set out in our Feedback & Complaints Policy.
- If your concern can be resolved quickly and to your satisfaction, it may be handled as 'reportable feedback', with an aim of resolution within a few days.
- If not, it will be treated as a formal complaint. We will acknowledge it promptly (typically within 3 working days) and aim to provide a full written response within 20 working days.
- We carry out fair, objective investigations with confidentiality and respect. Our leadership team (including senior managers or Executive Team where needed) oversees processes and ensures any learning or service improvement is implemented.
- If you remain dissatisfied, our policy outlines clear escalation routes. We will inform you how you may take your complaint further, either internally or via an appropriate external body.
Rest assured, any feedback or complaint, whether positive or critical, helps us uphold and continually improve the quality, care and compassion at the heart of Thames Hospice.
Thank you for taking the time to share your experience with us.