Accessibility:

How to raise a concern or make a complaint about our services

We welcome all feedback, positive or negative and see feedback and complaints as a way of learning and improving our services.

At Jersey Hospice Care we are committed to listening to anyone who thinks that we can improve our services and we will respond to any feedback, concerns, or complaints we receive. Where possible, we hope to achieve an immediate and informal resolution, but commit to investigate further if necessary and to share the outcomes of what we learn and any changes we plan to adopt to improve our services.

Our commitment

Jersey Hospice Care is committed to continuous improvement and uses feedback as part of its quality assurance processes in order to provide the best possible care and services to all users. We therefore welcome feedback from patients, relatives and carers, as well as members of the public regarding our standards of service and activities, our actions or lack of actions, or our employees, volunteers, or those directly involved in the delivery of that service.

As part of that commitment we will:

  • take time to listen to your concerns and ensure that we fully understand the issue being raised
  • support you in making a complaint if needed
  • keep the details of your complaint confidential
  • handle all complaints fairly, efficiently, and effectively
  • seek to address and resolve the issue immediately and informally where possible
  • investigate further if necessary and share the outcomes of what we learn and any changes we plan to adopt to improve our services

How to make a complaint

If you are unhappy with our service in any way, you can speak to the person in charge who will try to address the issue immediately.

Alternatively you can get in touch with us by phone, email ( feedback@jerseyhospicecare.com )or letter or alternatively you can download and complete the form below and sent it to:

Jersey Hospice Care, Mont Cochon, St Helier, Jersey, JE2 3JB.

The information you provide will be treated confidentially and will help us to investigate the matter and respond as quickly as possible.  We commit to responding within a maximum of 5 days.

Clinical

If you have a complaint, concern or suggestion about Clinical Services, you can write to: Gail Caddell, Director of Palliative Care Services, Jersey Hospice Care, Mont Cochon, St Helier, Jersey, JE2 3JB or click here to email.

Fundraising

If you have a complaint, concern or suggestion about Fundraising, you can write to: Katrina Hancock, Director of Income Generation, Jersey Hospice Care, Mont Cochon, St Helier, Jersey, JE2 3JB or click here to email.

Shops

If you have a complaint, concern or suggestion about one our Fundraising Shops, you can write to: Yannick Fillieul, Director of Operations, Jersey Hospice Care, Mont Cochon, St Helier, Jersey, JE2 3JB or click here to email.

All other areas

If you have a complaint, concern or suggestion about regarding another area, you can write to:  Jersey Hospice Care, Mont Cochon, St Helier, Jersey, JE2 3JB or click here to email.

To read our Complaints Policy please click here
To download our Complaints Form please click here.

Who else can you contact – Regulatory Bodies

If, following the outcome of an investigation, you are dissatisfied with the way that Hospice has dealt with your complaint or you feel that it has not been adequately addressed, you have the right to refer your complaint to the appropriate regulatory body.

The Jersey Care Commission is an independent body with legal responsibility to regulate and inspect care home, adult day care and home care provision in Jersey. You can contact them directly by:

  • Telephone: 01534 445801
  • Email: enquiries@carecommission.je
  • Letter to: The Chief Inspector, Jersey Care Commission, 23 Hill Street, St Helier, Jersey

The Jersey Charity Commissioner is independent of the Government of Jersey and maintains a register of Jersey charities including community groups, religious charities, schools, grant-giving charities and major care providers. The Commissioner ultimately supports public confidence in charities and their work and can be contacted by:

  • Telephone01534 760811
  • Emailinfo@charitycommissioner.je
  • Letter: Jersey Charity Commissioner, 1st Floor Lincoln Chambers, 31 Broad Street, St Helier, Jersey  JE2 3RR

The Office of the Information Commissioner is the independent regulatory authority that promotes respect for privacy and information rights of individuals. They are responsible for overseeing the Data Protection (Jersey) Law 2018 and the Freedom of Information (Jersey) Law 2011 and can be contacted by:

  • Telephone: 01534 716530
  • Email:  enquiries@jerseyoic.org
  • Letter: Jersey Office of the Information Commissioner, 2nd Floor, 5 Castle Street, St. Helier, Jersey, JE2 3BT