Give Feedback
Feedback is incredibly valuable to us, and we’d love to hear your thoughts about our Hospice, staff and services. The experiences and ideas you share play an important role in guiding the future of St Luke’s.
Share your feedback
St Luke’s works hard to provide the highest standards of care and support. Hearing from you helps us understand what we’re doing well and where we can do better. We welcome all comments, compliments and suggestions.
If you would like to give feedback about any part of your experience with St Luke's, please use the Feedback Form below. Comments submitted via the online form are anonymous, so we are unable to reply unless you choose to contact us directly.
If you have any questions or need help using the form, please get in touch with our Patient Services Team on 0114 236 9911 or email feedback@hospicesheffield.co.uk (available Monday to Friday, 9am – 5pm).
Attend St Luke’s Feedback Group
Listening to the people who use our services is central to how we improve what we do. Our Feedback Group brings together patients, carers, families, staff and Trustees to share experiences, insights and ideas in an open and supportive space.
The group aims to meet three times a year. You do not need to commit to attending every session – you’re welcome to join us whenever you can. By taking part, you can help shape how services at St Luke’s are delivered and developed.
Join us at our next Feedback Group session
We always welcome more people to join us. If you’re interested in attending the next session or would like to find out more, don't hesitate to get in touch with our Patient Experience Team on 0114 236 9911 or email Amanda Coddington at feedback@hospicesheffield.co.uk.
Read our recent patient reviews
St Luke’s is a remarkable place. There is an atmosphere of calm, peacefulness, courtesy, caring and efficiency felt from all members of staff and volunteers. A wonderful place to come to terms with the end of life, both for the patient and for the relatives. I hope your work goes from strength to strength – thank you to all.
St Luke’s is like being in the middle of a loving and caring family
The care and attention my mum had in St Luke's was faultless. She was kept comfortable and clean, and the care from the doctors and all of the staff was perfect. The surroundings were first class, and during our time visiting my mum, we were made to feel at home. We felt privileged that my mum to spend her last days at St Luke's. Thank you for all you did.
Our experience with St Luke's is very positive, even though Dad died. We could not fault the service or the quality of staff who attended to my dad. We look upon my dad's three-day stay at St Luke's as going on a mini break at a 5-star hotel. He was happy to be there and knew that he was in safe hands and that he would have all his needs met.
My daughter has been a qualified nurse for 40 years and says she has never seen such professionalism and caring as we experienced at St Luke’s. All the staff – cleaners, hospitality, receptionists, day care, nursing, medical and anyone else I may have missed were all kind, caring and professional.
Very happy to have a place like this to rely on - they have knowledge and time to help you.
Everyone should have St Luke's end of life care. All the staff, doctors, nurses, HCAs, hospitality, cleaners and receptionists are without a doubt very special. I am in awe of them all; nothing is too much trouble, you never feel that they are too busy to give you their time, although I know they often are. For the rest of our lives, my family will think of you with great affection.
Make a complaint
At St Luke’s, we want every person we care for to feel safe, heard and respected. If something hasn’t gone as you expected, we encourage you to tell us. Your feedback helps us improve our care and support for both you and others.
You can make a complaint at any time by completing the St Luke’s Complaints Form. You can also speak to any member of staff when you are visiting or using our services. This often allows us to put things right straight away.
Make a complaintWe would encourage you to raise any complaint you may have about St Luke’s with a member of our staff when you visit the hospice, or when using one of our services. This gives us an opportunity to put things right and improve your experience and that of others too.
If we do not manage to resolve your issue, or you wish to make a more formal complaint, there are a number of ways you can do this. All complaints, however received, are taken seriously and give St Luke’s opportunities to improve and learn.
You can make a complaint by completing our online form here.
You can also write to Emma Baldwin, Executive Lead for Care. The address to do this is: St Luke’s Hospice, Little Common Lane, Sheffield S11 9NE.
You can contact us by phone on: 0114 236 9911
If you require help or support in making complaints we can provide it to you – please contact us through the email address or phone number above and we will arrange for someone to contact you to help you make your complaint. Someone else can also make a complaint on your behalf with your consent.
For complaints relating to patient care, we will acknowledge receipt of your complaint within five working days.
A senior manager will investigate your complaint and the Executive Lead for Care will aim to send a full response to you outlining the findings within twenty working days of the receipt of your communication, unless there are complexities that make this impossible. In these circumstances we will let you know of the delay, and when we expect to report to you in full. If we find the complaint is upheld we will let you know what we are doing to ensure matters are put right in order to prevent it happening again.
Sometimes complaints can be about more than one health and social care provider, for example a complaint could be about one of Sheffield’s hospitals as well as St Luke’s. In such cases, we will contact you to gain your consent to share your complaint with the other healthcare provider(s) in order that we can work together and send you one response to all of the points you raise in your communication.
If you are not happy the response to your complaint, you may write to the Chief Executive of St Luke’s Hospice, Jo Lenton, who will consider the complaint made, the actions taken and our response to you, and consider whether any further investigation is required.
Anyone who makes a comment or complaint will not be treated differently by any member of staff for making such a comment or complaint. Details of comments and complaints will not be held on patient records and will not adversely impact on the care of any of our service users.
We are usually only able to respond to complaints that relate to circumstances that have arisen, or come to your attention, in the past 12 months, unless there are reasonable grounds for the delay and the complaint can still be reasonably investigated.
Making a complaint will not affect your care or treatment in any way. Details of complaints are not stored in patient records. All feedback is used only to help us improve the services we provide and ensure your satisfaction.
We can usually only respond to complaints about issues that occurred within the last 12 months, unless there is a good reason for the delay and the complaint can still be reasonably investigated.
Many people are not well enough to make a complaint or raise a concern, or may feel unsure about what to expect. Please feel free to bring a friend or relative with you to talk about the concern or complaint, or ask them to help you write a letter. Alternatively, we can arrange for a member of staff to help you, or give you details of an independent advocacy service. This is a service which will offer you independent, free support during the complaint process.
Sheffield Advocacy Hub, run by Citizen’s Advice, is our local advocacy service for healthcare complaints for people who live in Sheffield. You can refer yourself into the service or St Luke’s can help you to do this. If you choose to self-refer, you can contact the Hub on 0800 035 0396 or you can email them at referrals@sheffieldadvocacyhub.org.uk
If your complaint relates to another area of St Luke’s services, such as fundraising or our charity shops, please complete our online form here.
We will make sure the right team receives your complaint and responds to you.
St Luke’s is regulated by several external organisations. Most regulators ask that you raise your complaint with us first, so we can investigate and respond.
Our external regulators include:
The Charity Commission
The Care Quality Commission (CQC)
The Parliamentary and Health Services Ombudsman
The Fundraising Regulator
The Information Commissioner’s Office
If you are still dissatisfied after our response, or would like guidance about other regulators who may be able to help you, we can provide further information and support.
Contact St Luke’s Complaints and Feedback Team
Thank you for taking the time to tell us your thoughts. The information you share with us is confidential and processed in line with St Luke’s privacy policy.
If you’re struggling to access this information or would prefer to speak to someone directly, please call 0114 236 9911 or email feedback@hospicesheffield.co.uk.
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FAQs
You can share your comments, compliments or suggestions using our online Feedback Form or Complaints Form. If you need help completing the form or would like to speak to us directly, please contact the St Luke’s Patient Services Team at 0114 236 9911 or email feedback@hospicesheffield.co.uk.
Absolutely. We always welcome positive feedback, and you are encouraged to share it.
Yes. We value personal experiences of our care and services and would be grateful to hear your story.
Your feedback helps shape our Hospice services and how we support patients, families and staff. Our team will review your comments and prepare a report for the Executive Team and the Healthcare Governance Committee (HGC). Any agreed actions are followed up on and included in our annual Quality Account.
The Feedback Group explores a range of topics, including:
Reviewing our services – what works well and what could be improved
What people would like to see more or less of, and why
Reviewing Hospice information leaflets
Reviewing the St Luke’s website
Ideas for developing our services
Trying new menu ideas from our café
Question and answer sessions
Yes. Everyone is welcome, and you do not need to attend every session.