Compliments & Complaints   You are here: Home » Service Users & Families » Compliments & Complaints

All feedback that we receive, whether good or bad, is important to us as it helps us to develop and improve our services and ensure that the care that we provide is of the best quality. If you are pleased about the way we deliver our services we want to hear from you.

We also recognise that sometimes we are unable to meet your expectations. When this happens, we will explore what went wrong, do all that we can to put things right and make plans to reduce the risk of the same thing happening again.

You can provide compliments and raise concerns directly to the service or team providing your care. They will log the compliments and try to resolve any concerns you raise, quickly, and to your satisfaction.

If they do not resolve a concern that you raise, to your satisfaction, and you want to raise a formal complaint you can do so by contacting the Service Effectiveness Team.

By phone: 020 8339 8092
By email: feedback@yourhealthcare.org

Or by filling out the form in the Compliment / Complaint Form Tab.

If you have made a complaint we would welcome your feedback on how we handled it. You can access a form here: https://forms.office.com/e/7xv6b666W2

Alternatively, you can print out a copy of the form here: Feedback on how your complaint was handled.

We also have an easy read version of the form here: https://forms.office.com/e/vBCf4wqp6f

You can print a copy of the easy read version of the form here:
Feedback on how your complaint was handled – easy read version 

Printed copies can be returned by email to feedback@yourhealthcare.org or you can post to Service Effectiveness Team, Your Healthcare, Hollyfield House, 22 Hollyfield Road, Surbiton, KT5 9AL.

Who can complain?

Anyone who is currently receiving, or has previously received treatment or services, from this organisation can complain. If you are complaining on behalf of a friend or a relative, you must first gain their consent to act as their representative. If required, you can seek independent advice when making a complaint, information can be found in the NHS Advocacy Service tab.

When should I complain?

It is always best to make your complaint as soon as possible and no more than 12 months after the incident. If there is a genuine reason why you could not make a complaint sooner, then it may be possible to extend this time period.

What happens next?

Your complaint will be acknowledged within three working days of us receiving it and we will investigate the issues you have raised will us. This will be led by an allocated staff member.

During the investigation it may be necessary to contact you to obtain more information, to review your medical records, or to speak to another organisation. If we need to contact any other organisation, we will ask for your consent to do so.

We aim to provide a final response to your complaint within 25 working days. If there are likely to be any delays with the investigation, we will contact you as soon as possible to explain why.

What will happen because of my complaint?

Once the investigation has been completed, we will contact you to let you know what we found out. Where we find that improvements or changes are necessary to the way we deliver our services, we will tell you what action we will take and why.

Will my treatment be affected If I complain?

All complaints that we receive are treated confidentially and sensitively and the treatment or care that you are receiving will not be adversely affected if you make a complaint or raise a concern.

Information relating to complaints or concerns is stored separately by the organisation and does not form part of a patient/ service user’s medical records.

What can I do If I am not happy with the outcome of a complaint investigation?

If you are not satisfied with our response to your complaint, please let us know and we will work with you to try and address any outstanding issues.After this, if you still feel that your concerns have not been resolved, you have the right to ask the Health Service Ombudsman to review your case. You should do this within six months of our final response to you.

The Ombudsman can be contacted at:

The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP

Helpline: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

Independent Health Complaints Advocacy Services (IHCA) can help individuals make a complaint about providers of NHS funded care & treatment, including hospitals, GP’s, Ambulance Services, Community Services, Mental Health Services, Dentists, Pharmacists & Opticians.

IHCA Services are free, confidential, and independent. They do not encourage complaints but manage expectations and support individuals to be aware of their options to reach a realistic outcome where possible.

Independent Health Complaints Advocates:

• give individuals an opportunity to speak confidentially to someone who is independent of the NHS.
• take time to listen to the individuals experience.
• talk with the individual about what support they need to make their complaint.
• give them information about the different ways that they can raise their concerns.
• help them to think about what they would like to achieve from their complaint.
• help with writing letters of complaint (when appropriate)
• attend meetings with them to support them with their complaint.

For Kingston residents, the Royal Borough of Kingston-upon-Thames has commissioned Cambridge House. They can be contacted in the following ways:

Helpline: 020 7358 7007
Website: ch1889.org/advocacy
Email: imca@ch1889.org

Cambridge House provide other advocacy services in Kingston, including:

• Independent Mental Health Advocacy (IMHA)
• Independent Mental Capacity Advocacy (IMCA)
• Care and Support Advocacy (Care Act 2014)
• Relevant Person’s Representative Advocacy (for DoLS applications)
• Generic Advocacy (Mental Health and Learning Disability)

More details can be found on their website found here.

For Richmond residents, the Richmond-Upon-Thames has commissioned Rethink. They can be contacted in the following ways:

Helpline: 0300 7900 559
Website: https://www.rethinkadvocacy.org.uk/
Email: WandRadvocacy@rethink.org
Rethink provide other advocacy services in Richmond, including:

• Independent Mental Health Advocacy (IMHA)
• Independent Mental Capacity Advocacy (IMCA)
• Care and Support Advocacy (Care Act 2014)
• Relevant Person’s Representative Advocacy (for DoLS applications)

More details can be found on their website found here.

If you are a professional working for another organisation and have a concern about any aspect of the quality of care being provided by us, you should complete our Quality Concern form.

Click here to download a copy of the Quality Concern Form

Once completed please return the form:

By email to: Feedback@Yourhealthcare.org or

By post to: Service Effectiveness Team, Hollyfield House, 22 Hollyfield Road, Surbiton, KT5 9AL.

You will receive an acknowledgement and your concerns will be investigated in line with the Your Healthcare Quality Concern Process.

Please note that this process is for quality concerns that fall below the threshold for safeguarding. If you have raised a safeguard alert, then you do not need to complete a quality concern form.