"Aquarius ward"

About: Springfield University Hospital

My daughter was admitted back in February only for a weekend and still in there now. It's completely changed her for the worst. They don't listen to the parents. Send a letter of complaint still not heard anything. The worst hospital ever.

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Responses

Response from Jane Healey, Patient Experience Lead, Governance, South West London and St George's Mental Health Trust

Dear Anonymous, my name is Jane and I am one of the Patient Experience Leads with responsibilty for investigating complaints about Trust Services. I am very sorry about the experience your daughter is having on Aquarius ward and that you have not received any response to your complaint.

If you would like to resend your complaint to us by email you can do so on this email address: complaintsmanager@swlstg-tr.nhs.uk and I will ensure that your concerns about your daughters care are fully investigated.

Many thanks for bringing these concerns to our attention and I hope that you will be in touch soon so we begin to work together to aid your daughter's recovery.

Kind regards

Jane Healey, Patient Experience Lead

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Response from Jane Healey, Patient Experience Lead, Governance, South West London and St George's Mental Health Trust

Dear Anonymous, further to my previous response I thought it might be useful to provide some information about the Trust complaints process. We aim to acknowledge all formal complaints within 3 working days of receipt and to respond fully within 25 working days. If we are unable to respond within this timescale then we ensure that complainants are kept fully updated on our investigation. In April 2014 we responded to 100% of complaints within 25 working days and we are on track to do the same in May 2014. When a complaint is received by the Trust an investigating officer (one of the patient experience leads) will be allocated and will make telephone contact with the complainant within 10 days in order to further discuss the details of the complaint.

I hope that this information is helpful.

Kind regards

Jane Healey, Patient Experience Lead

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