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We care about

Your Feedback

Your feedback helps us shape our future services. We welcome all comments, both negative and positive, and will handle them efficiently and respectfully. We are always happy to hear that we have done something well and we really appreciate compliments about our service. These will be recorded and shared with the relevant colleagues. We will use your compliments to improve our services.

Prospect Hospice aims to provide an excellent service to all our patients and their families and carers. We do recognise, however, that from time to time people may be dissatisfied in some way with their experiences. It’s important for us to know the details so that we can address any issues. We consider complaints to be a very valuable source of feedback, which provides us with an opportunity to improve our services and our reputation.

We will take the opportunity to learn from your feedback and believe that complaints can help us to prevent an issue escalating and over time can reduce the number of complaints.

You can choose to leave feedback in a way that suits you:

  • Online –
  • Paper questionnaire
  • Ipad Kiosks
  • Ipads available in our in patient unit

Please see below examples of what people have had to say.

What you said about us in September 2019

Prospect nurse came soon after referral. She was very professional, open and friendly, put me at ease. 

Feedback from a family member, about our clinical nurse specialist team at Great Western Hospital

You took so much of the burden and worry away from us. 

Feedback from a carer, about our therapy team

I have met several therapists and they have all been so kind and helpful 

Feedback from a carer, about our therapy team

As a carer I have been able to look after my husband more easily. 

Feedback from a carer, about our therapy team

The hospice is very welcoming, the staff very kind and excellent service and care. 

Feedback from a patient, about our lymphoedema team

Lovely place to be when you're poorly and very low in life. 

Feedback from a patient, about our therapy team

What you said about us in August 2019

The care we received was amazing. Their understanding of the situation and ability to comfort me was superb. Can't say thank you enough. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

They were excellent in every way possible we could not of asked for anything more.They did everything needed to a very high standard. 

Feedback from a patient, about our therapy team

It made the world of difference having transport arranged otherwise attendance at the Hospice would have been difficult to say the least! Many Thanks to the volunteer drivers. 

Feedback from a patient, about our therapy team

Today I needed extra complementary therapy and it really helped. Always go the extra mile for patients. 

Feedback from a patient, about our therapy team

Friendly people and really focused on making patients' lives as positive as possible in the circumstances. 

Feedback from a patient, about our therapy team

Everyone so friendly and caring. Always someone to speak to if worried or in pain. 

Feedback from a patient, about our therapy team

What you said about us in July 2019

Nothing was too much trouble- always kept informed and updated and spoke to dad too- and not just us! Very helpful- positive and comforting- Thanks 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

Our needs and the wishes of dad were always dealt with and listened to. 

Feedback from a patient, about our clinical nurse specialist team at Great Western Hospital

Excellent 10/10- professional, polite, friendly, compassionate, supportive. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

Cannot fault the team- at what is a traumatic time for families- these ladies truly are angels. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

It's a first class service that really helps with your day to day needs. 

Feedback from a patient at home, about our therapy team

Very friendly and approachable- nothing too much trouble. 

Feedback from a patient, about our hospice

What you said about us in June 2019

It's a credit to the Prospect Hospice that everyone from Community to Hospital (GWH) to medical and nursing staff, assistants and volunteers have made our experience at the Hospice "simply the best". We had ever imagined that so many people could be so kind it doesn't feel like a place for the dying, but somewhere you can relax, be comfortable and at peace. Thank you all so very very much 

Feedback from a patient, about our clinical nurse specialist at Great Western Hospital

Calm manner about them - made to feel we were individual. 

Feedback from a patient, about our clinical nurse specialist team

I used this service and cannot say strongly enough how appreciative I was that the staff made sure I spoke with someone who could give me the assistance I needed. 

Feedback from a carer, about our clinical nurse specialist team

This Hospice does really help to aid in ones recovery and gets one out of to meet fellow human beings instead of sitting alone at home 

Feedback from a patient, about our therapy team

Every bit of the service has been excellent, couldn't wish for better. 

Feedback from a patient, about our therapy team

Everything regarding my care and any concerns I have had have been fully addressed.the complete package is beyond reproach and I can think of nothing that I could improve on. 

Feedback from a patient, about our in patient unit

What you said about us in May 2019

Because I was visited at my home by a Prospect Nurse who gave me so much good advice and guidance and boosted my confidence explaining in great detail the services Prospect provides. 

Feedback from a patient, about our clinical nurse specialist team

Very attentive, calm and excellent care. The lymphoedema massage really helped. 

Feedback from a patient, about our lymphoedema team

The support provided by the occupational therapist was vey good and very useful. 

Feedback from a patient, about our clinical nurse specialist team

My nurse listened very attentively to all my worries and concerns and gave me some really useful advice. 

Feedback from a patient, at home about our clinical nurse specialist team

Everything has been very good. Congratulations to the prospect staff and volunteers. 

Feedback from a patient, about our therapy team

Everything has been very good. Congratulations to the prospect staff and volunteers. 

Feedback from a patient, about our therapy team

The nurse specialist that saw me was a wonderful human being who covered all aspects of my condition in a hugely professional manner. 

Feedback from a patient, at home about our clinical nurse specialist team

What you said about us in April 2019

We have been treated with such care and compassion, thank you. 

Feedback from a carer, about our Open Programme.

I use two services prospect at home and have respite care in wrought on. Both are amazing. 

Feedback from a patient, about our in patient unit

My experience has been good and it brings relief to know I can talk to someone who will be sympathetic and understanding. 

Feedback from a family member, about our clinical nurse specialist team

The food for patients and in the heart cafe is absolutely first class 

Feedback from a patient, about our in patient unit

Lovely staff made me feel at ease. 

Feedback from a patient, about our lymphoedema team

Honest, caring, reliable, informative and supportive. All so important and valuable in your times of need 

Feedback from a patient, about our therapy team

Paper questionnaire

Please ask a member of staff for a copy

Ipad kiosks

Located in our hospice’s main reception

IPU ipads

Please ask at our in patient unit reception for an ipad

Related documents:

Complaints Policy

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