We are working with Barnet, Enfield and Haringey Mental Health NHS Trust as the North London Mental Health Partnership.

Making a difference

How your complaints make a difference

We understand that making a complaint can seem daunting, but we try to make it as easy for you as possible. We also understand that people may often wonder whether it is worth complaining and what difference it makes. At C&I we are committed to using the feedback that we get from your concerns and complaints to improve our services and learn lessons. If your complaint is upheld, you should expect a full apology from us and an explanation of why things went wrong. You should also expect us to let you know what actions will be taken to stop the same thing happening again, either to yourself or other service users.

Here are some recent examples of service improvements that have been made as the result of complaints:
  • Information leaflets have been updated to support service users in knowing what to expect from us and helping people to make informed choices about their care
  • Action has been taken so that service users are clearly informed about who any information about their care may be shared with and in what circumstances
  • Staff have been reminded to use email signatures with their contact details and to set autoreplies when they are away
  • Teams are reviewing the support they offer carers and are ensuring that staff are able to access training around this.
The Trust has a survey to monitor satisfaction levels with our complaints process and to identify ways in which it can be improved. This is a confidential survey. If you make a formal complaint you can expect to receive one of these forms. We are grateful to you for completing and returning it to help us to learn and improve.

Contact  the Advice and Complaints Service

Phone number: 020 3317 7102

Email address: feedback@candi.nhs.uk

You can write to us at the address below:

Advice and Complaints Service Camden and Islington NHS Foundation Trust, St Pancras Hospital, 4 St Pancras Way, London NW1 0PE

If you need the support of an interpreter to tell us about your concerns or you have a hearing or visual impairment please contact us and we will make appropriate arrangements.

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