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Help in a crisis

 

If there is an immediate danger to life, please dial 999 or go to your nearest Accident and Emergency Department.

I am in Gloucestershire

If you or someone you know needs help in a mental health crisis, call our crisis teams.

Call 0800 169 0398.

And choose one of the following options depending on your location:

  • Option 1 for Stroud and Cotswolds
  • Option 2 for Gloucester and Forest
  • Option 3 for Cheltenham, Tewkesbury and North Cotswolds

Please note: telephone calls may be recorded. If you do not want that to happen, please tell the person who answers your call and they will phone you back on a ‘non-recordable’ telephone.

The number is available 24 hours a day, 7 days a week. Occasionally, callers may be asked to leave their name and number on an answerphone. In these circumstances, staff will return the call within one hour.

I am in Herefordshire

If you are in Herefordshire and need support, please call us using one of the following numbers:

  • Monday to Friday, 9am – 5pm, please contact the team or service who currently provide your care.
  • Monday to Friday, 5pm – 9am and 24 hours on weekends and bank holidays, please call our Mental Health Matters Helpline on: 0800 015 7271

These contact numbers are for people already in contact with our services. If you are not currently in contact with us, please call 111 or your GP.

Our out of hours, weekend and bank holiday service is provided by Mental Health Matters.

If you need help but are not in crisis, please contact your GP if in opening hours, or 111. If you don’t have a GP use the NHS service search to locate the nearest one to you. If your query is not urgent, you can find our contact details here.

Are you feeling vulnerable? Do you need to talk to somebody now?

samaritans

Call free on 116 123
If you are experiencing feelings of distress or despair, including those which could lead to suicide, you can call the Samaritans.

Stay Alive App

A pocket suicide prevention resource for the UK, packed full of useful information and tools to help you stay safe in crisis. You can use it if you are having thoughts of suicide or if you are concerned about someone else who may be considering suicide. The app can be accessed through the Apple Store, Google Play and downloaded as a pdf.

childline

Call free on 0800 11 11
If you are a child or a young person you may want to speak to Childline.

selfharm

Call 0808 816 0606
Or text 07537 410 022
A safe, supportive, non-judgmental and informative service for people who self harm, their friends, families and carers.
Opem every day 5pm – 10pm for phone and text support.

Give us your views

Your views and suggestions are important. They help us to improve the services we provide. We would like you to tell us about your experiences so that we continue to make life better for people who use our services and their families/carers.

The Service Experience Team deals with all comments, concerns, complaints and compliments into the Trust. The team also incorporates the Patient Advice and Liaison Service (PALS).

Whether you have a compliment, comment, concern or complaint, we are here to help you. Everyone likes to receive praise and we hope you will tell us when you receive a good service from us. We always make sure these comments are passed on to the members of staff who are praised and to the Trust Board.

We understand that raising a concern can be difficult but if you are unhappy about any aspect of the service please talk to us. We are committed to resolving all concerns we receive. If your issues remain unresolved, or you would like to make a formal complaint, we can advise you on the complaints process and provide information on how to seek independent advice.

How do I give feedback?

If you would like to share your views or make a complaint, you can:

Who can make a complaint?

You can make a complaint if you:

  • use or are entitled to support from the Trust’s services
  • are a relative/carer/friend of a service user and have their written consent
  • are affected by the Trust
How long do I have to make a complaint?

Your complaint should be made within:

  • 12 months of the incident
  • 12 months of you realising you have something to complain about

If your concerns are outside these time limits, you can contact the Service Experience Clinical Manager on 01452 894673 to discuss if they can still be investigated.

What happens after I have made a complaint?

We will ask you what would resolve your complaint. For example, a meeting with appropriate staff members may be helpful. The Chief Executive will write to you explaining how your complaint has been looked into and what conclusions we’ve reached.

Who else can I talk to if I am still not happy?

We hope that we can resolve matters for you but if you are still unhappy, you can talk to the Health Service Ombudsman by writing to: 

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP 

Complaints Helpline: 0345 015 4033 (Mon-Fri 8.30am-5.30pm)

Email: phso.enquiries@ombudsman.org.uk

Visit: www.ombudsman.org.uk

Friends and Family Test

The NHS Friends and Family Test (FFT) is a quick and anonymous way of giving views about the care or treatment you’ve recently received across the NHS.

Your views and suggestions are important to us. They help us to understand what we are doing well and how we could further improve.

Freepost paper copies of our FFT surveys are available within our services for you to complete, these are called our “How did we do?” surveys. If you would like to have a copy of our  “How did we do?” survey to complete please get in touch with our PALS team: 2gnft.PALS@nhs.net

In addition to this you may be contacted by text message to seek your views about our services, you can opt out of this by responding to our text messages or by contacting our PALS team: 2gnft.PALS@nhs.net

Find out more about the NHS Friends and Family Test on the NHS website.

Advocacy services and other organisations

Advocacy services

If you need help to raise your concern or complaint, support is available through the following advocacy services:

Healthwatch

Healthwatch are the independent national champion for people who use health and social care services. We’re here to make sure that those running services, and the government, put people at the heart of care. Their sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf. They focus on ensuring that people’s worries and concerns about current services are addressed and work to get services right for the future.

Contact Healthwatch:

 

Service Experience Reports

You can read our latest Service Experience Report here.

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