Complaints procedure
We want everyone who comes to Neurominds to feel listened to and well cared for. If something hasn't gone as it should, we'd genuinely like to hear about it so we can put it right and learn from it.
Our commitment
We take all concerns and complaints seriously, whether they come from a patient, a parent or carer, or someone acting on a patient's behalf. Raising a concern will never affect the standard of care you receive.
We aim to handle every complaint fairly, openly and without judgement. We will treat you with respect throughout, keep what you tell us confidential as far as we are able, and use what we learn to improve our service.
How to raise a concern
If you have a concern, it's often quickest to raise it informally with the person involved, who will do their best to resolve it straight away.
If you would prefer to make a formal complaint, or your concern hasn't been resolved, please contact us in writing. It helps us if you can include your name and contact details, the name of the patient (if different), what happened and when, and what you would like to see happen as a result.
You can reach us by email at [email to confirm] or by post at [postal address to confirm]. If you would like help putting your complaint in writing, please let us know and we will support you. [Complaints contact / role to confirm.]
What happens next and our timescales
We will acknowledge your complaint within [acknowledgement timescale to confirm] of receiving it. We will then look into what happened, which may involve speaking with the clinicians or staff concerned and reviewing relevant records.
We aim to give you a full written response within [response timescale to confirm]. If our investigation is likely to take longer than this, we will let you know and keep you updated on progress and the reasons for any delay.
Our response will explain what we found, what (if anything) went wrong, and what we will do to put things right or prevent it happening again.
If you're still not satisfied
If you are not happy with our response, please tell us so we can see whether there is anything more we can do. We may offer to review the complaint again or to discuss it with you directly.
Our Clinical Psychologists are regulated by the Health and Care Professions Council (HCPC). If you have a concern about the conduct or competence of a registered psychologist, you can raise it with the HCPC. You can also seek independent advice from a relevant professional or advocacy body. [Independent escalation / ombudsman details to confirm.]
If your complaint relates to how we have handled your personal data, you have the right to raise it with the Information Commissioner's Office (ICO), the UK's independent data protection regulator, at ico.org.uk. We would, however, appreciate the chance to address your concern first.
Last updated [date to confirm]