Your feedback

The feedback we receive from people who have used our services, and their carers, friends and families is really important to us. By listening and learning from what people tell us, it helps us know when we are getting things right and when we can improve.

There are a number of ways you can give us your feedback.

Talk to a member of staff. As a first step, it's always worth talking to a member of the team involved in your care and treatment. An important part of their job is to listen to what you have to say and to try to respond to any concerns you may have.

Call our Patient Advice and Liaison Service (PALS) on 0800 731 2864. If you have had a positive experience that you want to pass on, a problem that you need help with or support to make a complaint, then you can contact our PALS service using their Freephone number.

Complete a PEDIC feedback survey. PEDIC surveys are anonymous. We have adult, children and easy-read versions available. They include the national Friends and Family Test and other important questions, such as whether you feel staff are kind and caring and if you feel involved in your own care. There is also space to comment on anything else you might want to tell us. In addition, we ask a few questions about you to enable us to identify whether any particular groups of service users are reporting poorer experiences.

Leave feedback online. Make a general comment on the NHS Choices website or leave feedback about a specific hospital by following these links:

Bethlem Royal Hospital
Lambeth Hospital
Ladywell Unit, Lewisham Hospital
Maudsley Hospital

Take part in the national community mental health survey. This annual survey involves a random sample of service users being invited to complete a questionnaire anonymously about their experience of using our services. Being part of this national survey, which is run by the Care Quality Commission, means we can learn from other parts of the NHS about how we can do things differently and better.

The annual community mental health survey results are available here.

The Engagement, Participation and Involvement (EPI) team has responsibility for pulling all of this feedback together, and advising the Trust Executive Board on key themes across the Trust. Using these themes we work closely with Clinical Academic Groups to monitor, advise and support services to respond to feedback and make changes to improve.

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