Patients, staff and carers worked with us to develop our survey system to help us capture your valuable feedback, though our new Feedback Live! system*
These surveys let people who use our services tell us about their experiences.
The surveys are anonymous, so service users can have confidence their feedback will be confidential.
This feedback is used by our services to see what is working well and what improvements could be made
These new surveys are available on touch screen monitors, tablets and via the internet that is accessible in our wards and departments, but also from our service users home using the below web address.
*Previously referred to as Real Time Feedback (RTF)
Patient Advice and Liaison Service (PALS)
The Patient Advice and Liaison Service is part of the NHS designed to answer questions, support patients and their families and resolve concerns about NHS treatment.
If you have any questions or something to tell us about any of our services please talk to a member of staff such as the ward manager or modern matron in the service you are using.
Alternatively contact our PALS and we will try to help you to resolve your concern quickly.
Our PALS team is here to answer your questions and to listen and resolve your concerns.If they are unable to resolve your query they may need to talk to other NHS staff to get the answers you need, but they will let you know and keep you informed.
You can call our dedicate PALS line: Tel: 0203 513 6150 (Monday - Friday 9.30am to 4.30pm) or email firstname.lastname@example.org.
While we hope to be able to resolve any issues you have through out PALs service we know that this is not always possible and you may feel you want to make an official complaint.
If this is the case you should contact our complaints manager and follow our complaints procedure.
Support in a crisis
24/7 Mental health support line
If you need mental health support in a crisis you can call our 24/7 Mental Health Support Line on 0800 028 8000. The Mental Health Support Line offers emotional support and advice to people who are affected by urgent mental health issues, at any time of the day or night. It is open to everyone: both children and adults of all ages, and to people who haven’t previously accessed mental health services.
Please only attend A&E if you have an emergency with your physical health. The Mental Health Support Line can help and direct you to the right service for your mental health.
If you are already a patient (adult or young person under the age of 18) at our Trust, between the hours of 9am-5pm Monday to Friday we encourage you to call the mental health team that looks after you. You can find their contact details here. Otherwise, please contact the 24/7 Mental Health Support Line.
If you are calling urgently from a partner agency and require support and direction, you are encouraged to also contact the 24/7 Mental Health Support Line.
If you need more general advice and support with your mental health, please see our Advice and support page.
If you are Deaf, you can call our Mental Health Support Line using Sign Live Video Relay Service (VRS): :
- On a computer, go to https://signlive.co.uk/login/ and register using Facebook, Google or email
- On phone, iPad or tablet download SignLive’s app for free and register
You will then be able to call the Trust for free.
Are you struggling with your mental health and finding it difficult to cope?
Come along to one of our Recovery Cafés for a safe and supportive space. There’s no need for an appointment, just turn up and you’ll be met by a listening ear, and benefit from companionship and from engaging in therapeutic support. The cafes also provide:
- Group activities
- One- to-one support
- Chill out space
- Advice, information & signposting
- Hot meals and drinks
- Drop in from local mental health teams
Our Recovery cafes are based in Tooting, Richmond, Kingston and Wimbledon but are there to help adults (18 years+) with mental health issues from the South London boroughs of Wandsworth, Merton, Sutton, Richmond and Kingston. You don't need to book or have a formal referral. You just need to turn up. You can also ring ahead if you need any support around travelling to the café or would like to speak with a member of staff beforehand.
Opening Hours: Monday to Friday 6pm - 11pm, Saturday Sunday and Bank holidays 12noon - 11pm
The Cafés will close at 11:00pm promptly each night and customers will be supported to plan their journey home during their visit to the Cafés.
Please note: The cafés do not provide accommodation and are not designed to support young people under 18 years old or those under the influence of alcohol or drugs.
Tooting Recovery Cafe
966 Garratt Lane, London SW17 0ND. Email: email@example.com or call 07794 394 920
Sunshine Recovery Café
296a Kingston Rd, London SW20 8LX. Email: firstname.lastname@example.org or call 07908 436 617
Twickenham Recovery Hub
32 Hampton Road, London TW2 5QB. Email: email@example.com or call 020 3137 9755
Kingston Recovery Hub
Alfriston Centre, 3 Berrylands Road, London KT5 8RB. Email: firstname.lastname@example.org or call 020 3137 9755