We are committed to providing high-quality, safe and compassionate care. If something has not met your expectations, we would like to hear from you. We view complaints as an opportunity to learn and improve.
We aim to respond openly, fairly and in a timely manner.
You can raise a concern or complaint by:
Emailing us at admin@wmipsychiatry.com
Writing to us at our registered address
Speaking to a member of our team
If you make a complaint by phone or in person, we may ask you to confirm the details in writing so that we fully understand your concerns.
We will acknowledge your complaint within three working days.
We will confirm who is handling your complaint and when you can expect a full response.
Most complaints are resolved at this stage.
We will:
Review the issues raised
Review relevant clinical records and correspondence
Speak with any staff involved
Offer to meet with you by phone, video or in person if helpful
We aim to provide a full written response within 20 working days.
If more time is needed, we will explain why and provide regular updates. We aim to complete investigations within three months wherever possible.
Our response will include:
A summary of the issues raised
The findings of our investigation
Any actions taken as a result
Any learning or service improvements made
If you remain dissatisfied after Stage One, you may request a further internal review.
This review will be carried out by a senior individual who was not involved in the original investigation.
We will acknowledge your request within three working days and aim to provide a full response within 20 working days. If additional time is required, we will keep you informed.
Requests for Stage Two review should be made in writing within six months of the Stage One response.
All complaints are handled sensitively and in line with data protection law. Information will only be shared with those directly involved in investigating the concern.
Raising a complaint will not affect the care you receive.
All complaints, concerns and feedback are reviewed by our Leadership and Governance Group. We use them to:
Identify themes or trends
Improve systems and processes
Update staff training where needed
We are committed to continuous improvement.
We also welcome compliments and suggestions. Positive feedback is shared with the team and helps us recognise good practice.
If you are not satisfied after completing our internal process, you may seek independent advice.
WMI Psychiatry is regulated by the Care Quality Commission (CQC). The CQC does not investigate individual complaints but may use information provided to monitor services.
You may contact the CQC via their website: www.cqc.org.uk
If you would like a copy of our full formal Complaints Policy, this is available on request.