Comments, compliments and complaints

have your say

We always appreciate feedback from our service users and hearing about the impact our services had on their lives. If you have any feedback about your experience within our services, we would love to hear from you!

Below you will find information on how to get in touch with the Patient Experience Team who will be happy to assist you.

Comments and compliments

Please do tell us when we get things right, compliments are always welcome and help to encourage our staff. We would love to hear from you if you have positive feedback on our services!

Concerns and complaints

If you are unhappy with the care you received, we would like to know about it as soon as possible so we can learn more and improve our services. Your comments and complaints are taken very seriously. Your complaint will be treated in confidence and you will not be in any way discriminated against.

Download a copy of our Complaints Concerns Advice and Compliments leaflet.

How can I contact the Patient Experience Team?

Due to the current Coronavirus pandemic, we may not be able to respond to you as promptly as we would like. Your enquiry is important to us and we aim to respond to you as soon as possible. We would like to thank you for your understanding and patience at this time.

Write to us:

Barnet, Enfield and Haringey Mental Health NHS Trust
P2 Old Audiology
St Ann’s Hospital
St Ann’s Road
London N15 3TH

Email us: beh-tr.patient.experience@nhs.net

Call us: 020 8702 4700

 

Friends and Family Test

What is the Friends and Family Test?

The Friends and Family Test (FFT) is an easy to understand question that is being asked of patients about the care they have received by NHS providers all over the country. It is an important opportunity for you to give us your feedback on the care and treatment we provide to you. Your feedback will help us to improve our services.

What is the FFT question?

Patients will be asked “How likely are you to recommend our services to friends and family if they needed similar care or treatment?” You are invited to respond to the question by choosing one of six answers ranging from extremely likely to extremely unlikely. You will also be invited to tell us the reason for your selection. If you are unable to answer the question, a carer, friend or family member is welcome to respond on your behalf.

When will I be asked the question?

If you are an inpatient, you will be asked the question when you are discharged or within 48 hours. If you are receiving long term care, then you will be asked at some point during your treatment. You will be given the option of answering the question on a postcard, or online via our website. Your response is anonymous.

Where can I see the results?

For more information about the Friends and Family Test, visit the NHS England website or watch a video on YouTube.