At Heart of Kent Hospice, we strive to provide outstanding care and service to all our patients, their families/carers and supporters. If you have an unfortunate circumstance and you want to make an adverse comment or would like to make a complaint, please:

Raise the matter with a colleague straight away
By telling us what has happened we can investigate your situation and when needed make changes to improve our care.

In doing so, under our duty of candour we will be open and transparent, informing the relevant people and providing information and support to those affected. When things do go wrong, we will apologise and identify learnings to prevent it happening again.

Contact the relevant Head of Department
To contact a Head of Department, email Annie Bubb,, who will put you in touch with the relevant Head of Department.

If you would like to make a formal complaint, refer to our complaints procedure outlined on this page. If you feel unable to express yourself to get your view across, you can appoint an advocate.

An advocate is someone professionally trained, fair and impartial. They are independent of the Hospice and local authority. Their role is to support you at meetings, deal with difficult issues and help you to understand important decisions that are being made.

To find out more about free advocacy services contact:

Escalate your complaint to the Hospice Executive Management Team
Complaints not resolved through our formal procedure can be escalated for consideration by the Hospice Executive Management Team. Your request to escalate your complaint must be made in writing to the Chief Executive Office.

Heart of Kent Hospice, Preston Hall, Aylesford, Kent ME20 7PU
01622 792200 | |

Request a review of the complaints procedure by the Chief Executive
If you are dissatisfied with the response/outcome to your adverse comment or complaint, you can request a review of the process by the Chief Executive. The review will formally assess whether the actions taken were appropriate and whether more could be done to help meet your expectations.

All adverse comments and complaints received will be investigated promptly, respectfully and where necessary, confidentially.

This procedure does not affect your right to have your complaint logged and reviewed, where appropriate, with the Health Service Ombudsman, a free, independent complaints service.

  • Health Service Ombudsman: 0345 015 4033.
    Millbank Tower, Millbank, London SW1P 4QP

If your complaint is regarding fundraising or data protection you can refer your complaint to:

If your complaint is regarding Heart of Kent Hospice Lottery you can refer your complaint to:

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