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    Major milestone in developing world class mental health facilities

    We are delighted to announce that the Trust has selected the preferred bidder to deliver our two new hospitals at Springfield and Tolworth

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    We are now a totally smokefree Trust 

    This new smokefree policy will help protect patients, staff and visitors from the dangers of secondhand smoke

    Find out more

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    Help us celebrate mental health this October

    Every year we  celebrate World Mental Health Day with a month long series of events across our sites to raise awareness of mental health and to stamp out stigma across south west London. 

    Find out more

What is recovery?

What is recovery?

One in four of us will suffer from a mental health problem at some time in our lives.

Being diagnosed with mental illness can be very frightening. Sometimes people can lose confidence in themselves and feel very alone and scared.

But it doesn't have to be this way. Recovery is possible for everyone.

In mental health recovery is the process of rebuilding a satisfying, hopeful and contributing life with a diagnosis of mental health problems.

Recovery is a uniquely personal journey and can mean differnt things to different people.

It involves making sense of and finding meaning in what has happened, becoming an expert in your own self-care, building a new sense of self and purpose and discovering your own resourcefulness.

Find out more about recovery and our Recovery College from the links above and the documents below.

 

 

What to expect from our services

What to expect from our services

We want to help people experiencing a mental health problem get the treatment and support they need as quickly and effectively as possible.

The emphasis of our services is on recovery which means helping people to get on with their lives and to focus on the things that are important to them.

As well as health and social care, we can support people to do things like get work, keep an existing job, sort out accommodation or deal with family issues.

Most people who use our services will have been referred to a team based in the community such as:

  • a community mental health team (CMHT) or recovery support team - these teams are made up of different mental health professionals
  • an early intervention team - these teams support young people experiencing their first episode of psychosis.

These pages will help you to understand what you can expect from us when you are referred to a service.

 

Our Vision, Values and Priorities

Making a complaint

While we hope that you do not need to make a complaint about our services, if you do, we want to make the process easy. 

There is no special form you need to complete to make a complaint, just get in touch with us and we will try to resolve it.  You can make a complaint verbally or in writing (by email, letter or phone call). 

What do we do when we receive your letter?

When we receive your letter or call, we will:

  • Carefully listen, or read, to what you have to say and try to clarify the outcomes you are looking for
  • Formally acknowledge your complaint within 3 working days
  • Ask for your consent before responding, if a complaint is made on your behalf (i.e. by a carer, friend, relative or advocate)
  • Not allow the complaint to affect the quality of your care
  • Appoint an investigator, who is not linked to the service you are complaining about, to consider your complaint carefully, investigate thoroughly and fairly and try to resolve it
  • Review whether we could have done something better and how we can learn from your complaint to improve the service
  • Formally respond in writing within 25 working days and explain how we investigated it and what the outcomes of the investigation are

Complaints about the use of the Mental Health Act (if you are detained)

If you, or the person who wish to complain on behalf of, is detained under the Mental Health Act you have the right to complain and address any outstanding concerns with the Care Quality Commission (CQC).

The CQC can be contacted as follows:

CQC National Customer Service Centre
  • Citygate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA
  • Tel: 03000 616161
  • Website: www.cqc.org.uk

    Where to send your compaint   

    David Bradley
    Chief Executive 
    Trust Headquarters  
    South West London and St Georges Mental Health NHS Trust 
    Springfield University Hospital 
    61 Glenburnie Road 
    London 
    SW17 7DJ

    Or

    Victoria Gregory 
    Patient Experience Manager (Complaints)
    Building 15
    South West London and St Georges Mental Health NHS Trust 
    Springfield University Hospital 
    61 Glenburnie Road 
    London 
    SW17 7DJ
    Tel: 020 3513 5520  
    Email: complaintsmanager@swlstg-tr.nhs.uk
     

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