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How we learn from complaints

How we learn from complaints

The Patient Experience Team meet every week to discuss all open complaints and when investigations are concluded, the learning from the complaint is considered by the investigator at the time and referenced in the final complaint response

This can mean the investigator requesting that action is taken within a certain time.  The team also meet every month to discuss learning to see if there are any themes arising that the Trust needs to deal with. 

The reporting mechanisms we have in place ensure that learning is disseminated widely. Summaries of responses and actions are reported to the boroughs making sure that actions are taken locally.

We also report themes of learning that have arisen on a quarterly basis to a Serious Incident and Governance Group so that we can monitor concerns.  Complaints are also reported to the Board every month via the Integrated Governance Report and a Complaints Annual Report is considered annually at a Board Committee.

Patient Stories are also reported to the Board every month, complaints and compliments are often the source of these stories and help us to see, from your perspective, what has happened. 

Performance Indicators

When the Patient Experience Team meet each week, we also check to make sure that investigations are going smoothly and are timely to meet the Trust's performance indicator to respond to all complaints in 25 working days in at least 85% of cases. (40 days in complex cases)

We also have a performance indicator to formally acknowledge complaints within three working days in 100% of cases.

Legislation on how complaints are handled

The way NHS complaints are handled is subject to the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (the 2009 Regulations) which can be accessed via the Office of Public Sector Information website.

The policy adopts the Parliamentary and Health Service Ombudsman's Principles of the Good Complaints Handling which are:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionatel
  • Putting things right
  • Seeking continuous improvement

It also adopts Ombudsman's Principles of Administration and the Principles of Redress. All three Principles can be found on the Ombudsman's website.

Satisfaction survey about our complaints handling

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.

Kingston CAMHS (Woodroffe Family Adolescent and Child Team)

Contact details

Service address: Woodroffe House, Tolworth Hospital, Red Lion Road, Surrey KT6 7QU

Contact name: Pat Cann Admin Lead

Telephone numbers:  To make a referral enquiry 0203  513 5183

E-mail address:

How to get here: View map

Area served: Kingston

Opening hours: Mon – Fri 9am-5pm

Our service

Our CAMHS team offers a range of assessments and treatments for children and young people with enduring and moderate to severe mental health disorders which strongly  impact their daily lives.

Referrals are accepted for children up to their 18th birthdays who are registered with a Kingston Clinical Commissioning Group (CCG) aligned GP.

 A combination of evidence based, disorder specific clinical interventions are provided  according to the young person's needs and as agreed with their family through care planning. Interventions are clearly targeted and goal focussed. Progress is regularly reviewed as we work towards ensuring a smooth transition and discharge from the service.

What we do

Our services include

  • Assessment of moderate to severe mental health/conditions, formulation/diagnosis and treatment recommendations.
  • Risk assessment and risk management plans to support children and young people presenting with mental health difficulties to support safety and optimal functioning.
  • Initial assessment, management and service signposting for young people presenting to Kingston Hospital with self-harming behaviours and/ or mental state crisis.
  • Psycho-education and support to the family about the child's specific needs and disorder
  • Cognitive behaviour therapy
  • Brief/interpersonal therapy
  • Family therapy
  • Pharmacotherapy with advice and monitoring
  • Parent work around the child's needs
  • Consultations and network meetings with other professionals


All CAMHS referrals now come via the Local Authority Single Point of Access, which is based within the Prevention and Early Help department of Social Care. 

Thank you.

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Perinatal mental health service

The Community Perinatal Mental Health Service provides a single point of access to community perinatal mental health services for people resident in Richmond, Kingston, Sutton, Merton and Wandsworth.  

We are a week-day only, 9-5 service.

The philosophy of the service is to, whenever possible, minimise disruption to family life.

We believe that the women who use our services should feel respected and staff strive to maintain privacy and dignity at all times.

We aim to work collaboratively and encourage mothers to be actively involved, whenever possible, in the development of their treatment plan.

Who is the service for?

The service can work with women who are either pregnant or in the first year following the birth of their baby and present with moderate to severe mental health problems or with high risk factors for perinatal mental health problems due to past history or family history are eligible for referral. Women with known history of mental illness on psychotropic medication are eligible for pre-conception counselling and advice.

Our team can assess and advise on the management of women who are in the perinatal period dealing with mental health problems, such as:

  • bipolar disorder
  • depression
  • schizophrenia
  • eating disorders
  • OCD (obsessive compulsive disorder)
  • anxiety disorders
  • personality disorders
  • Puerperal or postpartum psychosis.
Telephone: 020 3513 6577

Fax: 020 3513 4461


What we offer

The service provides:
  • Comprehensive psychiatric assessment and treatment (preconception, antenatally and postnatally).
  • Advice on, and monitoring of, evidence based medication.
  • Conjoint inpatient admission for women and their babies (under one year-old), for new mothers experiencing severe mental illness.
  • Comprehensive, multidisciplinary inpatient assessment and treatment.
  • Psychological assessment and evidence based psychological treatment and counselling for inpatient and outpatients.
  • Time-limited, symptom-focused, psycho-educational group work and therapeutic groups for mothers with moderate mental health problems not requiring inpatient treatment.
  • Occupational therapy assessment (inpatients only) and support including assessment and development of activities of daily living. Community nursing assessment and support.
  • Facilitation of mother infant interaction through bonding interventions and nursery nurse support.
  • Advice and support to other mental health services and social services.
  • Engagement with local authority when there are issues of child protection, including attendance at child protection conferences.
We are a community service operating from 9-5.

Psychiatric emergencies should be referred should follow the usual emergency care route.

There is a duty person available everyday to answer any queries about referrals and to triage referrals that have been sent.

Who is in the team?

The perinatal mental health team comprises a comprehensive multidisciplinary team who co-ordinate the assessment, treatment and care of women in our care.

The team comprises of:
  • consultant psychiatrists & trainee doctors
  • nursery nurses,
  • an occupational therapist,
  • a social worker
  • clinical psychologist,
  • Perinatal mental health nurses,
  • Administration staff.

How to refer

The service takes referrals directly from primary care as well as co-working with community mental health teams (CMHTs).

Referrals to the service should be directed to the Multi-disciplinary Team (MDT) which offers care and treatment to women experiencing:
  • Antenatal and postnatal affective disorders including depression and bipolar affective disorder.
  • Antenatal and postnatal anxiety disorders impacting on pregnancy and childbirth such as tokophobia, perinatal onset OCD and PTSD arising from childbirth.
  • Severe and enduring mental illness in the perinatal period.
  • Postpartum/puerperal psychosis.
  • Mothers experiencing bonding disorders (infants under 1 year).
Referrals can be submitted by either fax or email using the following details. The referral form is available here.

Telephone: 020 3513 6577

Fax: 020 3513 4461



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