We want everyone who comes to us to have a good experience. If something hasn’t gone right, we’d like to hear about it so we can put it right and learn from it.
You can tell us about anything to do with our service. That includes your care, your appointments, how you were treated, our fees or how we handled your information.
Making a complaint won’t affect your care
Your care, and your child’s care, won’t change because you’ve complained. That’s true now and in the future.
Talking to us first
Lots of problems can be sorted out quickly if you tell the person you’ve been dealing with. If that doesn’t work, or you’d rather not, you can make a formal complaint.
How to make a complaint
You can complain by phone, by email, by post or in person. You don’t have to write it down. If you’d like help putting your complaint into words, one of our team can help you.
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Phone: 01926 803804, then choose option 1 for JM Mental Health
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Email: adminteam@jmmentalhealth.co.uk, with “JM Mental Health complaint” in the subject line
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Post: Complaints, JM Mental Health, 39A Regent Street, Leamington Spa, Warwickshire, CV32 5EE
It helps if you tell us:
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your name and how to contact you
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the name of the patient, if that’s not you
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what happened, and when
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what you’d like us to do to put it right
Please try to complain within 12 months of what happened, or within 12 months of finding out about it. If it’s been longer, still get in touch. We’ll look at it if we still can.
Complaining for someone else
A family member, friend or advocate can complain for you. We’ll need your agreement before we share any details of your care with them. We can help you give that agreement.
Parents and carers can complain about their child’s care.
Children and young people
If you’re a young person, you can complain to us yourself. You don’t need a parent to do it for you. You can phone us, email us or tell any of our team, and we’ll help you.
We’ll listen to you and take what you say seriously. We’ll explain what happens next in a way that makes sense to you.
If someone is at risk
If you’re worried that someone is being harmed, or is in danger, tell us straight away. We won’t wait for the complaints process to act.
If anyone is in immediate danger, call 999.
What happens next
We’ll let you know we’ve got your complaint within 3 working days. We’ll tell you who is looking into it and how to reach them. We may call you to make sure we understand what happened and what you’d like from us.
We’ll look into what happened. This can include reading your records and talking to the people involved. Our Registered Manager oversees every complaint.
We aim to send you a full reply within two working weeks. If it’s going to take longer, we’ll tell you why and keep you updated.
Our reply will explain:
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what we found
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whether we got something wrong, and say sorry if we did
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what we’re doing to stop it happening again
If you’d like to talk through the problem with the people involved, we can arrange that.
If something has gone wrong with your care that caused harm, we’ll be open with you about it, even if you haven’t complained.This is our duty of candour.
If you’re not happy with our reply
Please tell us. We’ll look at your complaint again, or arrange to meet you to talk it through.
If you’re still not happy after that, you can ask for an independent review.
Other organisations you can tell
The Care Quality Commission (CQC) checks that health services are safe and good. It doesn’t look into single complaints, but it wants to hear about your experience. You can tell it at www.cqc.org.uk/give-feedback-on-care or call 03000 616161.
If your care is paid for by a medical insurer, you can also tell your insurer.
If your complaint is about how we’ve used your personal information, our privacy notice explains how to complain about that.