Comments, compliments and complaints

have your say

Your concerns and feedback help the Trust to understand how we can continue to improve our services and learn when things may go wrong, or you are unhappy with the service provided. 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 Service User Engagement and 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 have received, we would like to know about it as soon as possible so we can learn and improve our services. Your comments and complaints are taken very seriously. Please be assured your complaint will be treated in confidence and you will not be in any way discriminated against.

Download a copy of our Compliments, Concerns and Complaints leaflet

How can I contact the Service User Experience and Engagement Team?

Write to us:

Service User and Engagement Team

Barnet, Enfield and Haringey Mental Health NHS Trust

Patient Services

Link Corridor, Apple – Entrance I

St Ann’s Hospital

St Ann’s Road

London N15 3TH

Email us:

Call us: 020 8702 4700 (24-hour voicemail facility)

“Your Experience” Survey

The Patient Experience Team has recently been working with our service users and staff to put together a brand new Trust wide feedback survey. The “Your Experience” survey is a fantastic opportunity for our service users, carers and family members to feedback any critiques or areas of excellence they have experienced. The results of these surveys are continually monitored and reviewed by the teams and senior members of staff. The Trust is committed to learning from your experiences and feedback to ensure we are continually improving our services.

Download a copy of the “Your Experience” survey if you are a service user.

Download a copy of the "Your Experience" survey if you are a carer, friend or family member.

Please ensure your completed survey is returned to your clinical treating team.

What is the Friends and Family Test?

The Friends and Family Test (FFT) is an easy to understand question that is being asked of service users about the care they have received by NHS providers all over the country. The FFT question has been included in the Trusts “Your Experience” survey and is the opening question: “Overall, how was your experience of our survey?”

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

Service User Involvement and Engagement Strategy

The Patient Experience Team is extremely proud to announce our brand new strategy that was co-produced by service users, for service users in September 2020.

This strategy outlines the importance of actively involving service users, their families and careers, in shaping, delivering and evaluating their care and the future direction of the Trust.

This strategy has been developed and designed by service users of Barnet, Enfield and Haringey Mental Health and Community services, through a series of workshops held throughout the Trust. Service users were asked what involvement and engagement would look like to them, how we could approach this at the Trust, and what milestones we should aim to achieve within the next three years of strategy delivery. The final document is an impressive Involvement and Engagement strategy written by service users, for service users!

Download a copy of our Service User and Engagement Involvement strategy

Involvement Register

The Trust’s Involvement Register contains details of all our current or former service users and carers who would like to get involved with projects at the Trust as an Expert by Experience (EbE).

If you're interested in getting involved, please download a copy of our Involvement Register leaflet to find out how you can join the Involvement Register and become an EbE, as well as see examples of projects you might like to get involved with.