Comments, compliments and complaints

have your say

If you would like to give us feedback about your experiences within our service, we want to hear from you. Here you will find information on how to tell us what you think or make a complaint so we can learn more and improve our services.

You can also access a copy of our complaints leaflet.

The Patient Experience Team

If you are unhappy with the care you received, we want to know about it as soon as possible. Your comments and complaints are taken very seriously by us. Your complaint will be treated in confidence and you will not be in any way discriminated against because you have complained. 

Where can I get more help and advice?

Patient Experience Advisors

Barnet, Enfield & Haringey Mental Health Trust
Ivy House, Chase Farm Hospital
The Ridgeway
Enfield
EN2 8JL
Tel: 020 8702 6705

Patient Experience Managers

Barnet, Enfield and Haringey Mental Health NHS Trust
P2 Old Audiology
St Ann’s Hospital
St Ann’s Road
London N15 3TH
Email: beh-tr.patient.experience@nhs.net

For complaints related to care received in:

Barnet:                         Tel: 020 8702 3839
Enfield Landline:          Tel: 020 8702 4700   
Haringey Landline:      Tel: 020 8702 4700   
Specialist Services      Tel: 020 8702 3839
(Specialist Services includes Eating Disorders, Forensic Services, Substance Misuse and Fixed Threat Assessment Centre).

Compliments

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

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. This 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 you can watch a video on You Tube or visit the NHS England website.