Recite Me

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    Coronavirus (COVID-19): Information for patients and visitors

    You can find up to date information on Trust services as well as NHS advice and guidance and links to other national and local support resources. 

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    Community mental health survey

    We will soon be carrying out a survey to find out what service users think about their care. This is part of a national programme to improve quality of care and service users’ experience.

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    Major listening campaign to support people’s mental health launches

    The South London Mental Health and Community Partnership, together with our partners including local authorities and community organisations, have launched a major listening campaign to support and protect people's mental health following Covid-19.

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    NHS is still here for you 

    We continue to see patients at all our sites, as well as in their homes, and have a number of measures in place to ensure our sites are Covid secure, including the wearing of face masks and coverings, deep cleaning, one-way signage and cleaning stations.

Medicine Information Service for Healthcare Professionals

This form will send the personal information you have entered to us via email. This will be treated in the strictest confidence. We will use the personal information to respond to your enquiry. Your enquiry will be researched by our Medicines Information team. If you would prefer to speak a member of our Medicines Information team, please contact us on 02035136829 (external) or extension 6829 (internal).

What is recovery?

What is recovery?

One in four of us will suffer from a mental health problem at some time in our lives.

Being diagnosed with mental illness can be very frightening. Sometimes people can lose confidence in themselves and feel very alone and scared.

But it doesn't have to be this way. Recovery is possible for everyone.

In mental health recovery is the process of rebuilding a satisfying, hopeful and contributing life with a diagnosis of mental health problems.

Recovery is a uniquely personal journey and can mean differnt things to different people.

It involves making sense of and finding meaning in what has happened, becoming an expert in your own self-care, building a new sense of self and purpose and discovering your own resourcefulness.

Find out more about recovery and our Recovery College from the links above and the documents below.

 

 

What to expect from our services

What to expect from our services

We want to help people experiencing a mental health problem get the treatment and support they need as quickly and effectively as possible.

The emphasis of our services is on recovery which means helping people to get on with their lives and to focus on the things that are important to them.

As well as health and social care, we can support people to do things like get work, keep an existing job, sort out accommodation or deal with family issues.

Most people who use our services will have been referred to a team based in the community such as:

  • a community mental health team (CMHT) or recovery support team - these teams are made up of different mental health professionals
  • an early intervention team - these teams support young people experiencing their first episode of psychosis.

We are taking great precautions and changing ways of working across our services during the COVID-19 pandemic to ensure the safety of all our staff and patients.

We are offering more virtual (online or telephone) appointments, to ensure that patients are only brought on-site where necessary, helping us to adhere to social distancing. Please refer to the information in your appointment letter to confirm how your appointment will take place. If you need any support using digital methods to access a virtual appointment, please call the number on your letter and we will help you get this.

If you wish to request a face-to-face appointment, please call us and we will try to accommodate this.

Face-to-face appointments: Please do not attend your appointment if you have COVID-19 symptoms (a high temperature, a new continuous cough or a loss of sense of taste / smell) or if you or your family are self-isolating.

When you visit our sites:

  • Wear a face covering. We will provide you with one if needed. Children under 12, and anyone with an exemption, will not need to wear a mask, in line with government guidelines.
  • To minimise the risk of infection, and to support social distancing, we need to limit the number of people on-site. So we ask you to attend your appointment alone, unless you have assistance or communication needs.
  • Only one parent or carer can attend with each child. We are able to make exceptions if a second carer is needed to support the child because of their additional needs. We will do our best to accommodate in these circumstances, but please call us in advance so we can discuss and make arrangements.
  • Please arrive no more than 10 minutes early for your appointment, ensure you sanitise your hands upon arrival and respect social distancing guidance during your visit, including while with your clinician

Our Vision, Values and Priorities

Making a complaint

While we hope that you do not need to make a complaint about our services, if you do, we want to make the process easy. 

There is no special form you need to complete to make a complaint, just get in touch with us and we will try to resolve it.  You can make a complaint verbally or in writing (by email, letter or phone call). 

If you have had a complaint dealt with by the our Patient Experience Team we would like to hear from you.We would like to hear about what we are doing well and what we can learn from. Please complete this survey.

What do we do when we receive your letter?

When we receive your letter or call, we will:

  • Carefully listen, or read, to what you have to say and try to clarify the outcomes you are looking for
  • Formally acknowledge your complaint within 3 working days
  • Ask for your consent before responding, if a complaint is made on your behalf (i.e. by a carer, friend, relative or advocate)
  • Not allow the complaint to affect the quality of your care
  • Appoint an investigator, who is not linked to the service you are complaining about, to consider your complaint carefully, investigate thoroughly and fairly and try to resolve it
  • Review whether we could have done something better and how we can learn from your complaint to improve the service
  • Formally respond in writing within 25 working days and explain how we investigated it and what the outcomes of the investigation are

Complaints about the use of the Mental Health Act (if you are detained)

If you, or the person who wish to complain on behalf of, is detained under the Mental Health Act you have the right to complain and address any outstanding concerns with the Care Quality Commission (CQC).

The CQC can be contacted as follows:

CQC National Customer Service Centre
  • Citygate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA
  • Tel: 03000 616161
  • Website: www.cqc.org.uk

    Where to send your compaint   

    Vanessa Ford
    Chief Executive 
    Trust Headquarters  
    South West London and St Georges Mental Health NHS Trust 
    Springfield University Hospital 
    61 Glenburnie Road 
    London 
    SW17 7DJ

    Or

    Victoria Gregory 
    Deputy Associate Director of of Governance
    Building 15
    South West London and St Georges Mental Health NHS Trust 
    Springfield University Hospital 
    61 Glenburnie Road 
    London 
    SW17 7DJ
    Tel: 020 3513 6150  
    Email: complaints@swlstg.nhs.uk 
     

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