At Lighthouse Pathways, we are committed to providing safe, high-quality, patient-centred ADHD and autism services. We welcome feedback, including complaints, concerns, compliments and suggestions, because they help us improve the care and support we provide.
We want patients, families and representatives to feel able to raise concerns openly. Making a complaint will not affect your care, your treatment, or how you are treated by our team.
How to raise a concern or complaint
If you are unhappy with any part of your experience, please let us know as soon as possible. We will always try to resolve concerns fairly, respectfully and promptly.
You can contact us by email: feedback@lighthousepathways.co.uk
When contacting us, please include, where possible:
- your full name
- the patient's full name, if you are contacting us on their behalf
- your contact details
- a short summary of your concern or complaint
- the date of the appointment, event or issue, if relevant
- what you would like us to do to help resolve the matter
If you are raising a concern on behalf of someone else, we may need to confirm that we have the patient's written consent before discussing personal or clinical information.
What happens next
We will acknowledge your complaint within 3 working days.
We will then review the information you have provided and may contact you for further details if needed. Where appropriate, we may speak with relevant members of the clinical or operational team so that we can understand what happened and respond properly.
We aim to provide a full written response within 20 working days. If we need more time, we will let you know and explain why.
Our response will usually include:
- a summary of the concern raised
- what we reviewed
- our findings
- any actions we are taking
- any learning or service improvements identified
Urgent concerns
If your concern relates to immediate safety, safeguarding, clinical risk, or significant harm, it will be reviewed urgently by senior members of the team.
If there is an immediate risk to life or safety, please call 999 or attend your nearest A&E.
Being open with you
If something has gone wrong, we will be open and honest with you. Where a notifiable safety incident has occurred, we will explain what is known at the time, apologise, outline any follow-up actions, and keep a clear record of the communication. This reflects our commitment to openness, transparency and our Duty of Candour policy.
Confidentiality
All complaints and feedback are handled confidentially and securely. Information is only shared with those who need to be involved in reviewing and responding to the concern.
Feedback and service improvement
We review complaints, concerns and patient feedback to identify themes, improve our processes, support staff training, and strengthen the quality and safety of our service.
Your feedback helps us improve.
Full complaints policy
This page provides a summary of our complaints and feedback process. A copy of our full Complaints & Feedback Policy is available on request.
To request a copy, please contact: feedback@lighthousepathways.co.uk
