How to complain or comment about our services

Your comments will help to improve our services

You can now make a complaint on our website using our feedback form. All feedback can be anonymous if you wish, although if you would like us to contact you to further discuss your comments then you will need to leave a way for us to contact you.

1 How to comment or complain about our services

Your comments help to improve our services.

We improve our services by listening to and learning from your comments and complaints. Please talk to any of our staff at any time. You can also put a note in the suggestions box at reception – you don’t have to give your name.

Alternatively, contact the Director of Quality at feedback@stchristophers.org.uk or telephone 0208 768 4500 and ask to speak to a member of the Quality team. 

What happens next:

• The Quality Team will acknowledge your complaint within two working days of receipt.
• A senior member of staff will lead an investigation and the Director of Quality or Care Director will endeavour to reply to you within 30 working days of receipt of the original complaint (if the response time is going to be delayed, we will inform you as soon as possible).
• All complaints and feedback are discussed with the relevant teams with the aim of regularly reviewing our processes and care and implementing change where necessary, in order to constantly improve our services for patients and carers.

2 Getting help to complain

Many people are not well enough to make a complaint, or may feel unsure what to expect. Please feel free to bring a friend or relative with you to talk about the complaint or ask them to help you write your letter. Alternatively, we can arrange for a member of staff to help, or give you details of an independent advocacy service, so please ask for assistance.

3 Getting outside help or an advocate to help complain

You can also get advice and help from the Patients Advice and Liaison Service (PALS) by contacting NHS South East London Integrated Care System via their email contactus@selondonics.nhs.uk if the person the complaint is regarding is registered with a GP in the Boroughs of Bromley, Lambeth, Lewisham or Southwark or contactus@swlondon.nhs.uk if the person the complaint is regarding is registered with a GP in the Borough of Croydon

4 If you are dissatisfied with our response

We hope that our formal written response to your complaint has addressed the concerns that you raised with us. If not, you can ask to meet with the Chief Executive, please email feedback@stchristophers.org.uk

If you would like your complaint reviewed by either the NHS South East London Integrated Care System or NHS South West London Integrated Care System please contact them via email.

• NHS South East London Integrated Care System: contactus@selondonics.nhs.uk (if the person the complaint is regarding is registered with a GP in the Boroughs of Bromley, Lambeth, Lewisham or Southwark)
• NHS South West London Integrated Care System: contactus@swlondon.nhs.uk (if the person the complaint is regarding is registered with a GP in the Borough of Croydon)

You may wish to have an independent review of your concerns. In these circumstances you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) to consider an independent investigation.

The PHSO, on receiving your concerns, may need to carry out some further enquiries before confirming they are able to investigate your complaint. Following this, they will inform you of the next steps once they are confirmed to be the correct service to explore your complaint further.

If you are unhappy or dissatisfied with how we have investigated or managed your complaint you can contact the Care Quality Commission (CQC). You can telephone them on 03000 616161 or visit their website at www.cqc.org.uk