The Farleigh Hospice Promise
Farleigh Hospice seeks, within the terms of its philosophy, to provide a high standard of service to all. We comply with the law including those that apply to data protection, protection of children and vulnerable adults, companies and charities, health and safety and the environment.
We are honest and open – we tell the truth. We do what we say we are going to do. We answer all reasonable questions about our care, activities and costs. Please contact us or see our Annual Report if you require further details.
We are clear – about who we are, what we do and how we can serve you. We give a clear explanation of how you can support our work.
We are respectful – we respect the rights, dignities and privacy of our patients, their families and our supporters. We will not put undue pressure on you to support our work and if you do not want to give or wish to cease giving, we will respect your decision. If you tell us that you don’t want us to contact you in a particular way, we will not do so.
We are fair and reasonable – we take care not to use any images or words that cause undue distress or offence. We take care not to cause nuisance or disruption.
We are accountable – if you are unhappy with anything we’ve done, you can contact us to make a complaint. We have a complaints procedure, a copy of which is available on request.
We sometimes make mistakes – we acknowledge that we may not always reach our patients’, their families’ and supporters’ own high standards or that expected by others. In order that such situations may be addressed, we have a complaints procedure.
Patients, their families and supporters have a right to bring to our attention any aspects of their care or other services about which they are unhappy. We recognise that suggestions, constructive criticism and complaints can be valuable aids in maintaining and developing better services. No one should be inhibited from making a valid complaint. They should be confident that they will be given full, proper and speedy consideration.