Feedback and Complaints
At Beacon UK, we aim to make mental health care better, and it starts with listening to the people we support. We operate within a culture of openness, and welcome your feedback, including suggestions or complaints, as an opportunity to improve our services. We are firmly committed to upholding the duty of candour commitments, and will provide truthful information, reasonable support, and an apology in the event something goes wrong with your care.
We will respond promptly to feedback, typically within three days of receiving your communication. Our Complaints Policy offers you a 12 month window to complain. In more complex cases where more time may be needed to investigate, we will send you regular progress reports, and may suggest a face-to-face meeting to ensure your concerns are efficiently addressed and quickly resolved.
To get in touch with us, please complete our feedback form, or write a separate letter, and send to:
Clinical Quality and Governance Lead
Beacon Health Options
The Kings Fund
11-13 Cavendish Square
You can also send an email to us on firstname.lastname@example.org or telephone us on 020 7307 2850. We accept anonymous suggestions and complaints if you prefer not identify yourself.
If you are unhappy with our service, we want you to tell us about it as soon as possible, so we can investigate the situation and take appropriate action.
We will ensure that your feedback, complaint or concern is handled in confidence, is impartially investigated and that you receive a clear and full explanation. Our Managing Director has oversight of all complaints.
If you are not happy with the response you receive, you can appeal to Beacon UK’s Managing Director (MD). The MD will review your complaint and either confirm the decisions and actions taken or reach an alternative decision to help resolve the matter.
An Independent Review
As a final resort, if you are still unhappy and consider that any issue(s) have not been resolved, you can write to the Parliamentary and Health Service Ombudsman.
You may also wish to share your experience with the Care Quality Commission (CQC). Although they will not investigate individual complaints about health care or social care services, the CQC would still like to hear from you if you have received unsatisfactory support or treatment from Beacon staff. Throughout England, the CQC reviews individual organisations to ensure all services are meeting important standards of quality and safety. To contact the Care Quality Commission call 03000 616161, email email@example.com or look at their website: www.cqc.org.uk