Comments and complaints

We use your comments to improve our services and activities. You can talk to any of our staff at any time. You could also fill in a Tell Us What You Think card and put into one of the boxes located in reception, outpatients, day therapy and ward areas – you don’t have to give your name.

COMMENTS & COMPLAINTS

How to raise a concern or make a complaint

If you have any concerns or would like to complain, we’d like to try to resolve these as soon as possible.

Some people may not feel well enough to make a complaint or raise a concern, or may be unsure what to expect. Please feel free to bring a friend or relative with you to talk about your concerns or you could ask them to help you put your concerns in writing. Alternatively, we can arrange for a member of staff to help, or give you details of an independent advocacy service.

Concerns or complaints about the care we provide to patients, carers and their families

You can let us know about the issue by talking to any member of staff, or by putting your concerns in writing and handing it to a member of staff.

You can also send it to the Director of Care Services via email to info@loros.co.uk, by calling us on (0116) 231 8771 or writing to us at the Hospice.

What happens next?

  • The Director of Care Services (or their deputy) will write to confirm that we have received the complaint within three working days

  • The appropriate manager will investigate the issues raised and we will reply with the findings and any actions proposed within 28 days unless there are any extenuating circumstances

The senior team will ensure that any necessary changes are implemented to help improve the services we provide.

If you are not satisfied with our response

As an organisation we hope to resolve any concerns raised.

We hope our response will reassure you that we have taken your concerns seriously and addressed any required changes. We are also happy to arrange a meeting with the relevant clinical and/or management staff to help to reach a satisfactory conclusion.

The Care Quality Commission has a responsibility for checking every care provider that is registered meets important standards of quality and safety. Even though they cannot look into individual complaints they would like to hear from you about your experience. You can write to them at:

Care Quality Commission,
East Midlands Office
Citygate
Gallowgate
Newcastle Upon Tyne,
NE1 4PA

You can call them on 03000 616161 or visit their website cqc.org.uk

Concerns or complaints related to any other area of LOROS, including fundraising activities:

You can let us know about the issue by talking to any member of staff, or by putting your concerns in writing and handing it to a member of staff.

You can also send it to the Chief Executive via email to info@loros.co.uk, by calling us on (0116) 231 8771 or writing to us at the Hospice.

What happens next?

  • The Chief Executive (or their deputy) will write to confirm that we have received the complaint within three working days

  • The appropriate manager will investigate the issues raised and we will reply with the findings and any actions proposed within 28 days unless there are any extenuating circumstances

The senior team will ensure that any necessary changes are implemented to help improve the services we provide.

If you are not satisfied with our response

As an organisation we hope to resolve any concerns raised.

We hope our response will reassure you that we have taken your concerns seriously and addressed any required changes. We are also happy to arrange a meeting with the relevant clinical and/or management staff to help to reach a satisfactory conclusion.

All fundraising activity in England and Wales is regulated by the Fundraising Regulator and we are a registered member, adhering to its Code of Fundraising Practice.

You can make a complaint to them by filling out their web form or by calling them on you can also contact them on 0300 999 3407.

Concerns or complaint about our LOROS lottery, raffles or scratch cards:

Click here to be directed to the Gambling and You page giving you more details on how you can raise your concerns with the LOROS Lottery team.

LOROS, Groby Road, Leicester LE3 9QE