Complaints

At Psych2Gether, we are committed to delivering high-quality mental health care and ensuring an exceptional patient experience. We understand that there may be times when our service does not meet your expectations. Your feedback is vital to us, and we take all complaints seriously. Our goal is to address concerns promptly, fairly, and transparently.

How to Raise a Complaint

If you have a concern about any aspect of our service, we encourage you to raise it as soon as possible. Most issues can be resolved informally at the point of service.

If you wish to make a formal complaint, please submit your concern in writing, clearly stating the following:

• The nature of your complaint

• Relevant dates and times

• The names of any staff or clinicians involved (if known)

• The outcome you would like to see

You can send your complaint to:

• Email: experience@psych2gether.co.uk

• Post: [Insert Company Address]

Complaints Procedure

Our complaints process has three stages to ensure your concern is handled thoroughly:

Stage 1 – Local Resolution

Timeframe: Complaints should ideally be raised within 6 months of the event to allow a timely investigation.

• Acknowledgement: We will acknowledge receipt of your written complaint within 3 working days. If possible, we will provide a full response within 5 working days.

• Investigation: A member of the Psych2Gether team will investigate your complaint by reviewing relevant records and speaking with staff or clinicians involved.

• Response: We aim to provide a written response within 20 working days of acknowledging your complaint. If the investigation is still ongoing, we will provide updates every 20 working days.

We strive to complete Stage 1 within three months of receiving your complaint.

Stage 2 – Internal Review

If you are not satisfied with the outcome of Stage 1, you may request an internal review in writing within 6 months of receiving our final response.

• Acknowledgement: We will acknowledge your request within 3 working days.

• Review Process: The review will be conducted by a senior Psych2Gether team member who was not involved in the original decision. The reviewer will reassess all documentation and may request additional information.

• Outcome: We aim to provide a final written response within 20 working days of acknowledging your request. If further investigation is required, we will keep you updated every 20 working days.

We aim to complete Stage 2 in most cases within three months.

Stage 3 – Independent Review

If you remain dissatisfied after Stage 2, you may escalate your complaint to an independent dispute resolution service for impartial review.

For example, you may contact:

Centre for Effective Dispute Resolution (CEDR)

• Website: https://www.cedr.com

• Address: 100 St. Paul’s Churchyard, London EC4M 8BU, UK

• Tel: +44 (0)20 7536 6000

CEDR can assist in an independent review and help facilitate resolution between you and Psych2Gether.

Additional Support and Advice

You may also seek advice and support from external organisations that provide information on patient rights and complaint procedures. These organisations can help you understand your options but do not investigate complaints on your behalf.

Examples include:

• Citizens Advice – for free, confidential advice

• Patients’ advocacy organisations – for support in raising healthcare complaints

General Principles

• Confidentiality: All complaints are treated confidentially and with respect for your privacy.

• Fairness: Complaints are investigated impartially, without prejudice or retaliation.

• Learning and Improvement: We use complaints as an opportunity for service improvement and organisational learning.

• No Retaliation: You will not face any disadvantage for making a complaint in good faith.

Contact Details

If you have questions about this policy or need assistance making a complaint, please contact us:

• Email: Enquiries@Psych2Gether.co.uk

• Website: https://psych2gether.co.uk

• Phone: [Insert Contact Number]

• Address: 79 College Road, Harrow, HA1 1BD, UK