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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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