Feedback and concerns

Whether the journey went well or not, we want to hear about it. Feedback is how we know what our crews are getting right and what we need to change. In our latest feedback results, everyone who gave an overall rating described our care as very good or exceptional, and we want to keep it that way.

How to tell us

• Fill in our online feedback form. It is the same form as the QR code on the “Your voice matters” card our crew may give you.
• Call our 24/7 control room on 0203 598 5938 and say you would like to give feedback.
• Ask the ward staff or your advocate to help, or to pass on your comments for you.

It helps if you can tell us the date and roughly where the journey started and finished, but you do not have to.

We can answer for the journey itself. Concerns about the decision to detain someone, or about care in hospital, are best raised with the hospital, the NHS trust or the council that arranged the assessment. You can still tell us, and we will point you in the right direction.

What happens next

If you make a complaint, we will acknowledge it in writing within three working days. We will look into it carefully, and if you have given us your contact details, we will tell you what we found and what we are going to do about it.

Giving feedback or complaining will not affect how we treat you on any future journey.

Other people you can talk to

An advocate. Free NHS complaints advocacy services can help you make a complaint. If you are in hospital, the advocacy service there may also help.

The hospital or the NHS. Most hospitals have a complaints process and a Patient Advice and Liaison Service (PALS). You can also complain to the NHS organisation that arranged your journey.

The Ombudsman. If you are not happy with our final response, you can ask the Public Service Ombudsman (formerly the Parliamentary and Health Service Ombudsman) to look at your complaint. You normally need to complain to us first, and you should usually contact the Ombudsman within 12 months of finding out about the problem.

The Care Quality Commission (CQC) regulates health and care services, including us, and checks how the Mental Health Act is used. It does not usually investigate individual complaints, but it wants to hear about your experience. If your complaint is about how Mental Health Act powers were used – for example while you were detained or on a Community Treatment Order – the CQC can look into it. It will usually ask you to complain to us or the hospital first.

If you are worried about someone’s safety while they are with us, tell our crew. If someone is in danger now, call 999.