We understand that sometimes things don't go as they should, and we want to hear from you if that happens. Your feedback matters to us — it helps us improve the care and support we provide to everyone who comes through our doors.

If you have a concern or complaint, please know that we'll listen carefully, treat you with respect, and do everything we can to put things right. In many cases, we may be able to resolve things straight away — whether that's through an apology, by providing the support you need, or by giving you a clear and honest explanation of what happened.

Every complaint we receive is an opportunity to learn. Complaints give us valuable first-hand accounts of people's experiences that help us identify areas of concern, achieve resolution wherever possible, and take action so that the same problems don't happen again. We take that responsibility seriously, and we'll always let you know what we've done as a result of your feedback.

People are at the heart of The Princes & Princess of Wales Hospice.  And our philosophy is that the people we support should be central to any decisions about their care, and the support we provide for them. 

Everyone has a valued perspective on what we offer, and we want everyone to feel they have a voice in developing new and existing hospice services.

We are always keen to hear about your experiences of the hospice; what has worked and where we could improve.  Your feedback helps us to look at things through fresh eyes and helps us to develop how we do things on a day-to-day basis as well as changes to our services.  You can give us feedback in several ways: