Complaints and Feedback

1. Our commitment

We are committed to providing safe, effective, compassionate and person-centred care. We welcome feedback from people who use our services, families, carers, advocates, professionals, commissioners and members of the public.

Feedback helps us understand what we are doing well and where we need to improve.

We take all complaints seriously and will respond in an open, fair and respectful way. Raising a complaint will not affect the care, treatment or support a person receives.

2. What you can tell us about

You can contact us to:

  • make a complaint;

  • raise a concern;

  • give a compliment;

  • make a suggestion;

  • tell us about something that went well;

  • report that something has not met your expectations.

Complaints may relate to any part of our service, including care, treatment, communication, staff conduct, safety, dignity, respect, privacy, meals, facilities, visiting arrangements, or how decisions have been made.

3. Who can make a complaint?

A complaint can be made by:

  • a person using our service;

  • a family member or carer;

  • an advocate;

  • a legal representative;

  • a commissioner or professional involved in the person’s care;

  • another person acting on someone’s behalf.

Where a complaint is made on behalf of someone else, we may need to check that the person has given consent for us to share information, unless there is a safeguarding concern or another lawful reason to respond.

4. How to make a complaint or give feedback

You can make a complaint or give feedback in any of the following ways:

By email: ian.currie@pathfinder-group.co.uk
By telephone: 020 3161 4925
In writing: 2-6 Jersey Avenue Stanmore London HA7 2JQ
In person: Speak to the Registered Manager, Service Manager, nurse in charge, or a senior member of staff.

If you need help making a complaint, we can provide support. You may also ask an advocate, family member, carer, or professional to help you.

5. What happens when we receive a complaint?

When we receive a complaint, we will:

  1. acknowledge the complaint;

  2. review the concerns raised;

  3. speak to the relevant people involved;

  4. investigate what happened;

  5. provide a written response where appropriate;

  6. explain any actions we will take;

  7. use the complaint to improve our service.

6. Confidentiality

Complaints and feedback will be handled confidentially and sensitively.

Information will only be shared with people who need to know in order to review, investigate or respond to the concern. We will handle personal information in line with our Privacy Notice and UK data protection law.

7. Safeguarding concerns

If a complaint or concern suggests that a person may be at risk of abuse, neglect or harm, we will take appropriate action under our safeguarding procedures.

This may include contacting the local authority safeguarding team, CQC, the police, NHS commissioners, or other relevant agencies where required.

If someone is in immediate danger, call 999.

8. If you are not satisfied with our response

If you are unhappy with our response, please let us know. We will review whether anything has been missed and explain any further steps available.

You may also contact external organisations, including:

Care Quality Commission
The CQC does not usually investigate individual complaints, but it uses information from complaints to monitor and inspect services.
Website: www.cqc.org.uk
Telephone: 03000 616161

Local Authority or NHS Commissioner
If your care is funded or arranged by a local authority, NHS Trust or Integrated Care Board, you may also contact the relevant commissioner.

Local Government and Social Care Ombudsman
For adult social care complaints where the matter has not been resolved through the provider or local authority process.
Website: www.lgo.org.uk

Parliamentary and Health Service Ombudsman
For complaints about NHS-funded healthcare where the matter has not been resolved locally.
Website: www.ombudsman.org.uk

9. Learning from complaints

We review complaints, concerns, compliments and feedback as part of our quality assurance and governance processes.

Where improvements are needed, we will take action. This may include changes to care plans, staff training, policies, communication, environmental safety, management oversight, or service procedures.

10. Contact us

For complaints and feedback, please contact:
Complaints contact: Ian Currie Hospital Director
Email: ian.currie@pathfinder-group.co.uk
Telephone: 020 3161 4925
Address: Ashness House 2-6 Jersey Avenue London HA7 2JQ