Complaints, Feedback and Compliments

We are committed to providing high-quality, safe and compassionate care. If something has not met your expectations, we would like to hear from you. We view complaints as an opportunity to learn and improve.

We aim to respond openly, fairly and in a timely manner.

How to Raise a Concern or Complaint

You can raise a concern or complaint by:

If you make a complaint by phone or in person, we may ask you to confirm the details in writing so that we fully understand your concerns.

What Happens Next?

Acknowledgement

We will acknowledge your complaint within three working days.We will confirm who is handling your complaint and when you can expect a full response.

Stage One – Investigation

Most complaints are resolved at this stage.

We will:

  • Review the issues raised

  • Review relevant clinical records and correspondence

  • Speak with any staff involved

  • Offer to meet with you by phone, video or in person if helpful

We aim to provide a full written response within 20 working days.

If more time is needed, we will explain why and provide regular updates. We aim to complete investigations within three months wherever possible.

Our response will include:

  • A summary of the issues raised

  • The findings of our investigation

  • Any actions taken as a result

  • Any learning or service improvements made

Stage Two – Internal Review

If you remain dissatisfied after Stage One, you may request a further internal review.

This review will be carried out by a senior individual who was not involved in the original investigation.

We will acknowledge your request within three working days and aim to provide a full response within 20 working days. If additional time is required, we will keep you informed.

Requests for Stage Two review should be made in writing within six months of the Stage One response.

Confidentiality

All complaints are handled sensitively and in line with data protection law. Information will only be shared with those directly involved in investigating the concern.

Raising a complaint will not affect the care you receive.

Learning and Improvement

All complaints, concerns and feedback are reviewed by our Leadership and Governance Group. We use them to:

  • Identify themes or trends

  • Improve systems and processes

  • Update staff training where needed

We are committed to continuous improvement.

Compliments and Suggestions

We also welcome compliments and suggestions. Positive feedback is shared with the team and helps us recognise good practice.

External Bodies

If you are not satisfied after completing our internal process, you may seek independent advice.

WMI Psychiatry is regulated by the Care Quality Commission (CQC). The CQC does not investigate individual complaints but may use information provided to monitor services.

You may contact the CQC via their website: www.cqc.org.uk

If you would like a copy of our full formal Complaints Policy, this is available on request.