New patient feedback tool launched

We are now using a new patient feedback tool called Meridian.

At the Gender Identity Clinic, our aim is to provide you, our patients, with a service that achieves the highest standards of clinical care as well as providing an optimal patient experience during your visit.

We recognise that the achievement and maintenance of high standards of care are on-going and active process, and as such we need to monitor our practice in all areas of our contact with you. Importantly we need to be able to recognise areas in which we are performing well but also be in a position to identify areas that can be improved upon.

The use of Meridian patient feedback allows us to do this by receiving information from patients who are currently attending our service. The questions asked cover different aspects of our service so that we can try and gain a overall perspective of the patient’s experience of attending our clinic. This means that all contact with staff and administrative experiences are considered, together with clinical care.

The feedback will be reviewed on a regular basis by staff at the clinic and the wider trust. The information will be reflected upon and where areas in need of improvement are identified this will inform and direct future service development.

How to make a complaint

If you do need to make a complaint, the first thing to do is to discuss the matter with the clinician that you are seeing. Often complaints are the result of a misunderstanding and can be resolved easily with clear communication. You may find it easier to write down what you want to say in a letter, or have some written notes ready for when you see the clinician. This is preferable prior to any written complaint as it may be necessary to transfer your care to a different clinician.

If that fails to resolve the complaint then you should write to the Complaints Department.

> View the trust complaints procedure

PALS Service
West London Mental Health NHS Trust
Uxbridge Road


The PALS helpline is available Monday to Friday between 9am and 4pm. If we’re not able to answer your call, please leave a message so that we can ring you back: 0800 064 3330


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