Generally the people who use our service Q.4 Who else will know about the If you have any questions about the at Step 2 tell us how much they value complaint? procedure and how it operates please what we do. We ask our patients for contact: italk staff inform Senior Managers feedback when they finish their treatment and the Executive Board at Solent Mind but there may be times when you think Clare Power when they receive a complaint. We will we have got it wrong and you want to Step 2 IAPTus Performance & PLT also tell Southern Health NHS make a complaint. If so, we would like to Team Manager Foundation Trust whom we work in hear from you, so that if possible, we can italk partnership with. put matters right. 3rd Floor All information will be dealt with Black Horse House sensitively and within confidentiality 8 - 10 Leigh Road guidelines. Q.1 What is a complaint? Eastleigh SO50 9FH A. A complaint against italk is any situation in which we have some Q.5 How quickly will a complaint be Tel: 023 8038 3921 responsibility and we have not responded dealt with? in the way you think we should have A. We aim to investigate the complaint done. and let you know the outcome within the stated response times outlined in this Q.2 How will I know the complaint is leaflet. We shall let you know if it is being dealt with? going to take any longer, and explain why. A. You will receive an acknowledgement straightaway either via email or in writing. Q.6 What if I am not satisfied with the response after Stage 3? Q.3 Can someone else make a A. Stage 3 is the final stage for us. After complaint for me? this, you may still be able to take the complaint up with your local Clinical Yes. If you wish a representative or a Comissioning Group (CCG). carer to do this with your permission then you can.
Generally the people who use our service at Step 2 tell us how much they value what we do. We ask our patients for feedback when they finish their treatment but there may be times when you think we have got it wrong and you want to make a complaint. If so, we would like to hear from you, so that if possible, we can put matters right. Q.1 What is a complaint? A. A complaint against italk is any situation in which we have some responsibility and we have not responded in the way you think we should have done. Q.2 How will I know the complaint is being dealt with? A. You will receive an acknowledgement straightaway either via email or in writing. Q.3 Can someone else make a complaint for me? Yes. If you wish a representative or a carer to do this with your permission then you can. Q.4 Who else will know about the complaint? italk staff inform Senior Managers and the Executive Board at Solent Mind when they receive a complaint. We will also tell Southern Health NHS Foundation Trust whom we work in partnership with. All information will be dealt with sensitively and within confidentiality guidelines. Q.5 How quickly will a complaint be dealt with? A. We aim to investigate the complaint and let you know the outcome within the stated response times outlined in this leaflet. We shall let you know if it is going to take any longer, and explain why. Q.6 What if I am not satisfied with the response after Stage 3? A. Stage 3 is the final stage for us. After this, you may still be able to take the complaint up with your local Clinical Comissioning Group (CCG). If you have any questions about the procedure and how it operates please contact: Clare Power Step 2 IAPTus Performance & PLT Team Manager italk 3rd Floor Black Horse House 8 - 10 Leigh Road Eastleigh SO50 9FH Tel: 023 8038 3921
italk%20complaints%20procedure.docx