Complaints Policy
1. Introduction
My Psych Ltd is committed to providing the highest quality care. We value all feedback and treat complaints as opportunities to improve our service. This policy outlines how to raise a complaint, what to expect, and how we ensure fairness and transparency throughout the process.
2. Who Can Complain
Complaints may be made by:
- Patients
- Parents or guardians of patients under 18
- Advocates, representatives, or legal guardians with permission
- Other professionals with relevant concern (with appropriate consent)
3. How to Raise a Complaint
You can raise a complaint by:
- Email: info@my-psych.co.uk
- Phone: 0333 344 3363
- Writing to: Complaints Officer, My Psych Ltd, 4 Kestrel Court, Burnley, BB11 5NA
We recommend including as much detail as possible, including dates, names (if known), and the nature of your concern.
4. Timeframes
- All complaints will be acknowledged within 3 working days.
- A full investigation and response will be completed within 28 working days wherever possible.
- If more time is needed, we will keep you informed of progress and expected timelines.
5. How We Handle Complaints
Our complaints process is:
- Fair and Transparent : We investigate all complaints thoroughly and impartially.
- Confidential: Your information is kept secure and shared only on a need-to-know basis.
- Constructive: We use complaints to reflect, learn, and improve our services.
Where appropriate, we may invite you to discuss the issue further via phone or video call.
6. Escalation
If you are unhappy with our final response, you can escalate your complaint to the following bodies:
Care Quality Commission (CQC)
Parliamentary and Health Service Ombudsman (for NHS complaints)/strong>
Independent Health Complaints Advocacy (local service)
You may contact your local advocacy service for help raising a complaint.
7. Anonymous Complaints
We will review and investigate anonymous complaints where possible, although our ability to respond and resolve may be limited.
8. Recording and Monitoring
All complaints are logged and reviewed regularly by the Clinical Lead and Management Team to identify trends and drive continuous improvement.
9. Support and Accessibility
We aim to make our complaints process accessible to all. If you require support to raise a complaint, we can arrange for interpretation, translation, or advocate assistance as needed.
10. Contact Us
If you have any questions about our Complaints Policy, please get in touch:
- Email: dpo@my-psych.co.uk
- Phone: 0333 344 3363
- Address: 4 Kestrel Court, Burnley, BB11 5NA
