Here at Insight IAPT, we really value your feedback. We are always looking for ways to improve our services.
Giving feedback
If you receive treatment from us, you will receive a feedback form called a patient experience questionnaire (PEQ).
The form gives you an opportunity to give feedback on the care that you have received, and to give any ideas about how we could improve.
If you have finished your treatment with us but have not received a PEQ and would like to complete one, please download it below.
We want to make our services the best we possibly can, providing an accessible and high-quality experience. Sometimes, despite our best efforts, we may not always get it right for everybody. If you are not completely happy with our service and want to discuss this with someone, you can contact our Patient Coordinator team to give feedback.
Making a complaint
How to raise a concern
Talk to any member of staff. They will help you if they can, or they will pass the concern to someone else who can help. If the concern is about your therapy and you do not feel able to talk about it with your practitioner, you can ask to speak to the service manager.
If you find it easier to email or write to the service, you can send it to the service manager. Contact details are in the service leaflets, on our letters, and on our website, or you can ask your GP.
It helps to let staff know the way you prefer to be contacted about your concerns.
When to raise a concern
You can let us know any time if there is a problem; please don’t wait until after your sessions are finished, as we would like to put matters right as soon as we can.
It also becomes more difficult to investigate problems the longer they are left. You should normally make a complaint within 12 months of the event and ideally as soon as the matter first comes to your attention.
What we will do in response
- We will find out what has happened and ensure this is put right as far as possible.
- We will also give you an idea of how long we need to address problems and a timescale for any follow-up actions we will take.
- We aim to investigate and respond to all complaints as soon as reasonably practical. It may take time to investigate, although in most cases the process should be completed within 25 working days.
- We will explain to you what we did to investigate and, where appropriate, the actions we have taken to prevent it recurring or affecting other patients.
If you make a comment on the standard questionnaire without including your name, we will not be able to follow this up with you, however the concerns will still be investigated. Where appropriate, changes will be made and any feedback to staff will be given.
If you are not happy with our response
If you are not satisfied with how the service manager has dealt with your complaint, or if your complaint is about the service manager, you can forward it to:
Governance and Quality Department
Insight IAPT
Buttress House
36 Brenkley Way
Newcastle upon Tyne
NE13 6DS
Your complaint will then be handled by a senior manager. You should provide as much information as possible to help the Governance Department investigate your complaint. As a guide, please include:
- Your name and preferred contact details.
- The main events of your complaint and when they happened.
- Details of the response to the previous investigation and why you are not satisfied with this.
- Copies of any relevant documents sent to you.
How to take your concerns beyond Insight IAPT
You can refer your complaint beyond Insight IAPT, but outside organisations can only investigate your complaint once it has been investigated by us.
To refer your complaint, contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS. Visit the website or call 0345 015 403.
