Minds Matter is a registered trading name of MCH Psychological Services which is an Isle of Man registered charity with number 1024 and registered organisational member of the British Association for Counselling and Psychotherapy.
MCH Psychological Services is also an Isle of Man 1931 Act Company with number 122252C and limited by Guarantee.
Our registered office is The Old School House, Cronkbourne, Isle of Man, IM4 4QH and our principal place of business is Skanco Court, Cooil Road, Douglas, Isle of Man, IM2 2SR.
Directors: R. Davidson, L. Nelson, S Dean, and N. Simpson.
MAKING A COMPLAINT
If you are not happy with any aspect of the care and services provided by Minds Matter, please let us know.
Even in an environment of specialised care offered by dedicated and professional clinical and support staff, it is still possible for something to go wrong or for a patient, family or carer to have a genuine cause for complaint or concern.
However, there may be a reluctance to voice or register such concerns for fear of appearing ‘ungrateful’ or a ‘nuisance’. Although this is understandable, it is not the best course of action because it is only by having possible failures or lapses brought to our attention that we can put them right and strive to consistently deliver the highest possible standards of care to everyone. By alerting us to a problem and giving us the opportunity to put it right, you are also helping other patients.
We undertake to do the following with regard to your complaint:
- Treat it with the utmost seriousness.
- Acknowledge your concerns and give you a full explanation of what has happened.
- Make every effort to learn from any mistakes or failures which have occurred and to take every step necessary to prevent them from happening in future.
How your complaint will be dealt with
As part of our complaints procedure:
- You will receive acknowledgement of the complaint within five working days.
- Your complaint will be fully investigated, and you will receive a response within 20 working days.
- In the event of any reasonable delays (for example, someone involved is away, or further investigation is necessary) you will be informed.
- If you are not satisfied with our final response you can send an appeal to the chairman of MCH Psychological Services; and for complaints relating to services commissioned by Manx Care you can appeal to the Health and Social Care Ombudsman Body.
THIS FOLLOWING EXPLAINS HOW YOU SHOULD REGISTER A CONCERN OR COMPLAINT.
You can also be assured that any complaint received is treated very seriously, and it will be investigated thoroughly.
- Make your complaint as soon as possible – this is important because a fresh memory helps to establish the facts as soon as possible after the event.
- Who to complain to – in the first instance, please speak to us as the chances are that the situation or any misunderstandings can be resolved quickly to your satisfaction. If not, you can make a formal complaint.
Complaints can be made to us in person, by phone, in writing, online and by email.
When we receive a complaint, our acknowledgement will include:
- A summary of your complaint.
- How we will be dealing with your complaint.
- When we expect to be able to get back to you.
- Contact details for the people dealing with your complaint.
- Contact details for organisations that can help with guidance for you making a complaint.
- Potential request for additional information relating to your complaint.
In the first instance, please address your complaint to:
Isle of Man
Telephone: 01624 679118
Help With Your Complaint
There are several independent advisory organisations that can advise you and help with your complaint, including:
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