Complaints, Comment and Compliments Policy

Introduction

Psych2Gether is committed to listening to and learning from all feedback. Whether you want to raise a concern, make a complaint, offer a suggestion or give praise, we value your input and will treat it fairly, promptly and confidentially.

Who This Is For

This process is for:

• People using our services, their families, carers and representatives
• Advocates, professionals, stakeholders, commissioners and funders
• Staff, contractors and agency workers involved in our regulated activities

Types of Feedback

• Complaint: formal expression of dissatisfaction requiring a response.
• Concern: informal issue to be resolved quickly.
• Comment / Suggestion: observations or ideas for improvement.
• Compliment / Commendation: positive feedback celebrating staff or service excellence.

What to Include in a Complaint

To help us investigate quickly, please include:

• Your name and contact details (and relationship to the service user if not the same person)
• The person or service you are complaining about (dates, times, locations if known)
• A clear description of the issue and any steps you have already taken to try to resolve it
• What outcome or resolution you would like to see
• Any supporting documents or names of witnesses

Acknowledgement

Early Resolution (Local Resolution)

• Where possible, staff will try to resolve minor concerns immediately or within 24 hours.
• Resolved matters within 24 hours will be recorded as informal concerns and not progressed to the formal complaints stage unless the complainant requests otherwise.

Formal Complaints Procedure

Assignment and Consent

• A named, independent investigating officer will be assigned where possible.
• If someone else is acting on behalf of the service user, we will seek consent to share information.

Investigation

• We will gather relevant records, interview staff and, where appropriate, the person who raised the complaint and witnesses.
• We aim to be thorough, objective and proportionate. Investigations usually involve a review of clinical records, staff statements and any physical evidence.

Timescales

• Written response: target within 28 calendar days from acknowledgement.
• If we cannot meet this timescale we will notify you, explain why and provide a revised timeframe.

Response Content

• A summary of the complaint, findings from the investigation, conclusions, any remedial actions taken or proposed, and details of how to escalate the matter if you remain dissatisfied.

Outcomes and Remedies

Depending on the findings, outcomes may include:

• Explanation or apology where appropriate
• Action to put things right (clinical review, revised care plan, service changes)
• Staff training, supervision or disciplinary action where required
• System or process changes to prevent recurrence
• Offer of a meeting to discuss the response and agree next steps

Confirmation and Follow Up

• We will confirm whether the response meets your expectations and record any further actions requested.
• We may offer a follow-up meeting or phone call to discuss outcomes and improvements made.

Confidentiality and Data Protection

• We treat all feedback confidentially and handle personal information in line with data protection law.
• Information will only be shared with those who need it to investigate and respond, unless there is a safeguarding concern or legal requirement to disclose.

Support, Accessibility and Advocacy

• Information about how to complain is available in easy-read, large print, audio and translated formats on request.
• We can arrange interpretation or communication support.
• If you need advocacy support, we can help you contact an appropriate advocacy service.

Vulnerable Adults and Safeguarding

If a complaint raises a safeguarding concern, we will take immediate action to keep people safe and follow safeguarding procedures while also progressing the complaint.

Escalation Options

If you remain dissatisfied after our response you may:

• Request an internal review or escalate to a senior manager (e.g. our Nominated Individual)
• Contact the Care Quality Commission (CQC): Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA; Tel: 03000 616161; Email: enquiries@cqc.org.uk; www.cqc.org.uk
• Contact local advocacy or ombudsman services where applicable

Monitoring, Learning and Reporting

• All feedback is recorded, analysed and used to improve services.
• Lessons learned and changes made as a result of complaints and compliments are reported at service governance meetings and shared with staff.
• We use feedback to inform training, policy reviews and service development.

Timescales and Record Keeping

• Informal concerns: recorded and resolved where possible within 24 hours.
• Formal complaints: acknowledged within 3 working days; aim to respond within 28 calendar days.
• Records of complaints, investigations and outcomes are retained in line with our retention policy and regulatory requirements.

Contact Details