Listening to concerns and complaints from members
We aim to ensure that should a member of the Big White Wall Community or a user of a Big White Wall service feel that they have a complaint about any aspect of service received from Big White Wall that:
- BWW will treat all complaints or concerns seriously.
- All formal complaints will be acknowledged within one working day
- Each complaint will be investigated and a response will be provided in a reasonable time (usually within 20 working days)
- All communication will be dealt with in the utmost confidence.
- Big White Wall will seek to learn from complaints and use them as a source of information to help BWW to improve services for members and users.
What BWW regards as a complaint
A complaint is any instance of dissatisfaction raised by a BWW Community member, user or person representing the interests of a member or a user. This will normally be expressed in writing by email to email@example.com
Raising concerns via a brick in a talkabout:
Members may express dissatisfaction with BWW via a brick or in a talk about. This will not be treated as a formal complaint but may prompt a response from a Wall Guide as part of on-going monitoring of wall activity.
How to make a complaint
If a member wishes to make a complaint they can contact the BWW team at firstname.lastname@example.org from the ‘contact us’ link on the website. Wall members and patients using LiveTherapy will be able to retain their anonymity during the complaints process by using their Big White Wall user name and registered email address. Big White Wall will respond using only those details. Complaints should be made ideally no later than 12 months after the date on which the matter occurred, or no later than 12 months after the date on which the matter came to the notice of the complainant. Where a complaint falls outside of these timescales, the timescales may be waived if BWW feels that there are good reasons for not making the complaint sooner.
How the complaint will be handled
BWW will acknowledge all complaints within one working day
Big White Wall will carry out an investigation into the complaint and gather information from BWW staff as appropriate. A member of BWW may ask the sender of the complaint to provide further information for clarification
In the first instance, the complaint will be investigated by the Service or Clinical Director, who will provide a response on behalf of Big White Wall. If the complainant remains dissatisfied after receiving this response he/she can escalate the matter to the UK President/Managing Director of Big White Wall, who will consider the complaint and response and make a further final response for Big White Wall.
Copies of all complaints and their resolutions will be held on file within the BWW office
Complaints about other members of the community
There may be occasions when members have reason to complain about the postings of another member of the community. The process for complaint in these incidences are fully covered within Big White Wall House Rules. On any occasion when such a complaint is notified to Big White Wall it will be investigated as set out above. All complaints about activity on the wall and other community members will be conducted maintaining anonymity of all members. A complaint will not prompt Big White Wall to break with its commitment to maintain anonymity of all members of the community.
If you wish to submit a complaint to Big White Wall, please email email@example.com
Duty of Candour at Big White Wall
Candour is defined in the Robert Francis Report as: “The volunteering of all relevant information to persons who have or may have been harmed by the provision of services, whether or not the information has been requested and whether or not a complaint or a report about that provision has been made.”
Our Values and Beliefs
Here at Big White Wall we support the Duty of Candour and will always strive to be open, honest and transparent. We support the ‘Being Open’ policy and actively encourage our staff to be truthful in their dealings with members if and when things go wrong. We want all incidents and complaints to be investigated and to learn from this process.
We place governance at the top of our agenda: for the delivery of high quality care for all our commissioned services and for ourselves internally. We believe that good governance fosters inward-facing scrutiny, honesty and transparency. We support whistleblowing and want to know if things are not quite right so that we can make them so.
Our members expect and deserve that as a health service provider organisation and as individual practitioners, we will be honest, open and truthful in all our dealings with them. We have put in place systems and processes to enable this. To this end we have a quarterly Quality, Safety and Performance Group which oversees assurance of quality, safety and performance, and a monthly Clinical Policy and Governance Group which discusses clinical operational issues.
To help us improve our service we ask our members about their experiences – this happens at the end of LiveTherapy and in regular member surveys, and from time to time through community talkabouts on the SupportNetwork. We also welcome comments from our members and commissioners at any time, either through the ‘Ask a Wall Guide’ function on the site, or by email or post. We actively monitor our social media accounts (Twitter, Facebook, LinkedIn and Instagram) for member feedback.