A complaint can be made by anyone who is affected by the actions or decisions of the Trust. If you are complaining on someone else's behalf, we will need to check with them that they are happy for us to respond to you.
If you are unhappy about something, then it is always best to make your complaint as soon as possible and not more than 12 months after the incident or issue occurred. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint sooner.
To fully investigate your complaint, we may need to share some information from your medical records with clinicians and managers who work at SLaM. We respect patient confidentiality at all times.
It is important to be clear what you want to happen as a result of your complaint. You may want:
- An apology
- Someone to explain what has happened
- Some changes or improvements to be made
- To make sure the same thing does not happen again
The best way to make a complaint is to speak to a member of staff who is involved in your care. If you do not feel comfortable talking to someone directly, you can ask for someone independent to help you. The complaints team can tell you more about this.
If staff have been unable to resolve your concerns and you want to make a formal complaint you can contact the Trust's Chief Executive or Complaints Department:
Complaints Department, Maudsley Hospital, 111 Denmark Hill, London. SE5 8AZ
Telephone: 020 3228 2444/2499
If you have something you want to say about our services, you can also visit the NHS Choices website.
We will contact you within three days of receiving your complaint to acknowledge it and make arrangements to deal with it. It is helpful if you could provide a daytime phone number for us to contact you. We will discuss with you how long it will take to respond to your specific concerns.
If you are not happy about something, but you are not sure that you want to make a complaint, you can speak to one of our Patient Advice and Liason Service (PALS) officers.They can give you more information about the complaints procedure and about independent complaints advocacy services that can help you and give advice.
You can contact PALS by phone (0800 731 2864) or e-mail: firstname.lastname@example.org
If you are unhappy with our response and need further information, you can ask for a meeting with a senior manager to discuss your concerns. Please contact the Complaints Department who can arrange a meeting for you.
We hope a meeting will resolve any concerns. If you still feel that they have not been resolved please contact the Complaints Department who can discuss further options available to you under the NHS Complaints Procedure.
You can ask the Parliamentary and Health Service Ombudsman to investigate your complaint. You should do this within six months of our final response to you. You can write to them at:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
You may also contact the NHS Complaints Advocacy for assistance and support with your complaint.
They can be contacted on Helpline Number: 0300 330 5454, Textphone Number: 0786 002 2939, or e-mail: email@example.com
You can print out our main leaflet “What do you think of your care.” You can also print out the brief version in English and the top ten other languages: Albanian, Arabic, Farsi, French, Polish, Portugese, Somali, Spanish, Tamil, Turkish. There is an easy read leaflet for people with learning difficulties about mental health services.
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