We aim to provide the highest quality care for you and your family and take any complaints very seriously. If you do feel unhappy with any aspect of treatment then we initially advise you to speak with your clinician. Psychotherapeutic work is essentially a conversation and we would therefore expect complaints to be taken up directly with your clinician in the first instance.
If you are still unhappy you can approach the Trust informally with your concern(s), or make a formal complaint.
If English is not your first language you can make a written complaint in your preferred language, and we will arrange to have these translated.
Who can complain?
You can complain:
- if you are, or have been, a patient of the Trust
- on behalf of your children or any relatives unable to complain themselves because of physical or mental incapacity
- if you are not a patient but have been affected or are likely to be affected by something the Trust has done or not done.
If you feel unable to complain yourself, you can give your consent to someone else (a friend or a relative for example) to complain on your behalf. We will need to make sure they are acting with your permission before we can respond.
When should you complain?
You should complain within six months of the event(s) happening, or within six months of becoming aware of the problem you want to complain about. We may waive this time limit if we feel you have good reasons for not having been able to complain earlier.
What are you expecting in response to your complaints?
It is important to think about what you want to happen as a result of your complaint, whether made verbally or in writing. Do you want an apology? An explanation? To see changes or improvements made? Do you want people to acknowledge their mistakes? Assurance that the same thing cannot happen again?
What will happen to your complaint?
Please refer to the complaints leaflet below for more information on the procedure.