Patient & family experience

Your experience with us matters. Gaining patient, family and whānau feedback about their experiences is important to us, to help us improve our services.

If you would like to give feedback, have a compliment or a complaint about a service or the care that you or a family member received at Cranford Hospice, please let us know. While we try to get it right, sometimes this is not the case. We welcome feedback because without it we cannot continually improve our services.  We also like to find out how well Cranford Hospice and its staff are meeting the personal needs of our patients, their family and whānau.

I have a concern, what should I do first?

You can either speak to those providing your care, the Clinical Services Manager or Medical Director.  That staff member will try to resolve the matter straight away. If you feel uncomfortable talking to these people, or you are not satisfied with their response, please contact our Chief Executive Officer.

Complaints Process

We will acknowledge receipt of your complaint within five working days. Our Services do their best to respond as quickly as possible, usually within 20 working days. If we think it will take longer, we will let you know. If you are not happy with the outcome of the complaint, you can raise your concerns with the Health and Disability Commissioner (HDC) phone: 0800 112 233.

Giving feedback

Please complete our short survey online to give feedback.

Online feedback form

You can also give us your feedback in person, on the phone or by post.

Contact us today