High Contrast

Comments and complaints

Comments and complaints

How to pass on feedback

We value all feedback and comments about our services. This helps us to understand what our service users appreciate most and to address the areas that need to be developed.

If you have a suggestion, a general comment, or positive feedback, please tell a member of staff or put it in a note or email to the service manager. You will find service contact details in the service leaflets, on letters, and on our website.

How to raise a concern

Talk to any member of staff. They will help you if they can, or they will pass the concern to someone else who can help. If the concern is about your therapy and you do not feel able to talk about it with your practitioner, you can ask to speak to the service manager.

If you find it easier to email or write to the service, you can send it to the service manager. Contact details are in the service leaflets, on our letters, and on our website, or you can ask your GP.

It helps to let staff know the way you prefer to be contacted about your concerns.

When to raise a concern

You can let us know any time if there is a problem; please don’t wait until after your sessions are finished, as we would like to put matters right as soon as we can.

It becomes more difficult to investigate problems the longer they are left. You should normally make a complaint within 12 months of the event and ideally as soon as the matter first comes to your attention.

What we will do in response

  1. We will find out what has happened and ensure this is put right as far as possible.
  2. We will also give you an idea of how long we need to address problems and a timescale for any follow-up actions we will take.
  3. We aim to investigate and respond to all complaints as soon as reasonably practical. It may take time to investigate, although in most cases the process should be completed within 20 working days.
  4. We will explain to you what we did to investigate and, where appropriate, what actions we have taken to prevent it recurring or affecting other service users.

If you make a comment on the standard questionnaire without including your name, we will not be able to follow this up with you, however the concerns will still be investigated.

If you are not happy with our response

If you are not satisfied with how the service manager has dealt with your complaint, or if your complaint is about the service manager, you can forward it to:

Insight Healthcare Governance Department
Buttress House
36 Brenkley Way
Newcastle upon Tyne
NE13 6DS

Your complaint will then be handled by a senior manager. You should provide as much information as possible to help the Governance Department investigate your complaint. As a guide, please include:

  • your name and preferred contact details
  • the main events of your complaint and when they happened
  • details of the response to the previous investigation and why you are not satisfied with this
  • copies of any relevant documents sent to you

How to take your concerns beyond Insight Healthcare

You can refer your complaint beyond Insight Healthcare, but these organisations can only investigate your complaint once it has been investigated by us.

NHS patients

Contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS. Visit the website at http://www.ombudsman.org.uk/make-a-complaint, or call 0345 015 403.

Wellbeing at Work clients

Contact the British Association for Counselling and Psychotherapy: www.bacp.co.uk.

Concern Group partners