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How to complain
Information in this section:
You can complain verbally or in writing.
Get help with making a complaint.
Complaining on behalf of other people.
What the Trust will do when we receive your complaint.
What you can do if you remain unhappy with our response.
If you are detained under the Mental Health Act.
Legislation on how complaints are handled.
Your right to be heard - How to give feedback or make a complaint -BSL video
You can complain verbally or in writing
If you wish to complain verbally you can speak to a member of staff who will try to resolve the issue. Alternatively you can telephone the Complaints Manager who will document what you say and send it to you as part of our complaints process. If you wish to add anything once you receive the summary of your conversation you can do so.
If you would prefer to write down the complaint then you can send it to us by post or by email. You are welcome to address complaint letters either to the Chief Executive or the Complaints Manager. If you wish to email your complaint then please send it to the Complaints Manager. Contact details are as follows:
David Bradley
Chief Executive
Trust Headquarters (Building 15)
South West London and St Georges Mental Health NHS Trust
Springfield Hospital
61 Glenburnie Road
London
SW17 7DJ
Victoria Gregory
Complaints Manager
Building 14, Entrance C
South West London and St Georges Mental Health NHS Trust
Springfield Hospital
61 Glenburnie Road
London
SW17 7DJ
Tel: 020 8772 5520
Email: complaintsmanager@swlstg-tr.nhs.uk
Get help with making a complaint
The team in the complaints department will be happy to help you put a complaint together, but you may wish to seek alternative help. You can also have someone make a complaint on your behalf. You could use an advocacy service or the Independent Complaints Advocacy Service (ICAS) which is completely separate and independent of the Trust.
The ICAS South West London Helpline is 0845 337 3063 and fax is 0845 337 3064.
Their address is as follows:
POhWER ICAS
CAN Mezzanine
32-36 Loman Street
London SE1 OEH
Helpline: 0845 337 3061
Fax 0845 337 3062
Email: pohwericas@pohwericas.net
Website: www.pohwer.net
A quick and easy guide on How to make a complaint
Complaining on behalf of other people
If you wish to make a complaint on behalf of someone else you need to get their permission in writing beforehand and their consent for us to pass on their personal information to you. We cannot respond to you without that consent as we must respect a patients right to confidentiality.
What the Trust will do when we receive your complaint
We will:
- acknowledge your complaint in writing within 3 working days
- nominate an Investigating Officer who will review your complaint, contact you to discuss it and offer to meet with you
- investigate the issues you have raised, consider whether any action is needed and take any appropriate action
- send you a written response from the Chief Executive where appropriate.
What you can do if you remain unhappy with our response
You can:
- request a further meeting with the Investigating Officer (or other nominated person) who will try to resolve issues with you and send you a further response where appropriate
- go to The Parliamentary and Health Service Ombudsman for an Independent Review.
The Parliamentary and Health Service Ombudsman can be contacted as follows:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1 4QP
Tel: 0345 015 4033
Fax: 0300 061 4000
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk
If you are detained under the Mental Health Act
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:
Care Quality Commission
The Belgrave Centre
Stanley Place
Talbot Street
Nottingham
NG1 5GG
Tel: 0115 8736295
Website: www.cqc.org.uk
Legislation on how complaints are handled
The regulations on how complaints are handled have changed. The way complaints are handled is now subject to the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (the 2009 Regulations) which can be accessed via the Office of Public Sector Information website.
Our Complaints Policy and Procedure has been reviewed in the light of the 2009 Regulations. The Trust Policy now also adopts the Parliamentary and Health Service Ombudsmans Principles of the Good Complaints Handling which are:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvement
Complaints Policy and Procedure
We have adopted the Ombudsmans Principles of Administration and the Principles of Redress. All three Principles can be accessed on the Ombudsman's website.
Complaints Annual Report 2011
The Trust is committed to resolving complaints to the satisfaction of the complainant and to learn from what has happened and, where appropriate, make demonstrable improvements to services.
This report provides statistical information and commentary about the Trust's complaints handling for the year 2010-11 including information required to be provided under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 ("the 2009 Regulations").
The 2009 Regulations, which govern complaints handling, are reflected in the Trust's Complaints Procedure which also formally adopts the Parliamentary and Health Service Ombudsman's ("the Ombudsman") Principles of Complaints Handling, Remedy and Administration.
