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Our Mission: To promote wellbeing and prevent mental health problems in Warwickshire & Worcestershire

Our Vision: A society where people can live free of stigma, discrimination and achieve their personal wellbeing.

Our Values: Inspiration, Knowledge, Quality, Inclusivity, Dignity, Innovation, Person-Centred Approach, Equality and Diversity, and Influence.

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Our Services 5

We have a variety of services to help you with personal mental wellbeing - places to go, people who can listen and help, and activities you can share, as well as courses for you and your employers

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Support Us4

Find out how you can support Springfield Mind, whether by volunteering with us, fundraising for us, working for us, or contributing to our funds through donations or by becoming a Friend of Springfield Mind

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We thrive on your feedback, good and bad.

You can download our complaints form here

Here is our policy:

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SPRINGFIELD MIND LIMITED

COMPLIMENTS AND COMPLAINTS POLICY

 

POLICY

Springfield Mind Limited is committed to ensuring that all complaints from service users, staff, relatives and other stakeholders are dealt with fairly and quickly.  We endeavour to try and empower service users to ensure that they have a concept of what complaining means and that it is OK to say if they are unhappy. The procedure can be produced in other formats as service user’s needs determine.

All complaints are treated seriously and where appropriate used to develop current practice.

PROCEDURE FOR COMPLAINTS

  1. It is the policy of the company that all Customer Complaints are taken seriously and are dealt with in a uniform way and that the customer receives a first acknowledgement from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the customer within 10 working days. If for any reason there is an unavoidable delay in issuing a response to the complaint the customer must be informed and a new deadline issued/agreed.
  1. When a complaint is received it will be recorded on the complaints database on Springfield Mind’s intranet, and in a paper file by the person who receives the complaint. Complaints can be received either verbally or written. The following must be included in the log:
  • Date of complaint
  • Name and contact details of complainant
  • Nature of the complaint.
  • Whether a referral to safeguarding has been made
  • Who the complaint was made to (staff / volunteer name and job description)
  • Next steps
  • Date acknowledgement sent
  • Name and job title of Investigating Officer
  1. The Chief Executive/Trustees or persons with delegated responsibilities must be notified immediately and will decide if the nature of the complaint is so serious that it requires the disciplinary procedure to be invoked. If it involves a ‘Vulnerable Adult’ and the nature of the complaint relates to an incident of abuse, then Social Services / Safeguarding Department must be notified and/or if it is believed that a criminal offence has been committed the police will need to be contacted.
  1. An appropriate person or persons will be nominated to investigate the complaint, which should involve the following elements:
  • Completion of investigation form
  • Maintain confidentiality at all times, remain objective, keep to the facts
  • Keep clear accurate notes of all activities, present findings in writing, with a clear indication if it is felt that the complaint is to be upheld, partially upheld or not upheld.
  • Advise the complainant of their rights of appeal and time scales.
  1. Anyone involved in the complaints investigation cannot be involved in any appeal of the decision by the complainant at a later date.
  1. The complainant should be advised that they can have an independent advocate to support them if required.
  1. Any persons / organisations who are funding the service must be notified.
  1. All complaints will be investigated within 10 working days; however, dependant on the complexity of the complaint, a final outcome may take longer. In this instance the complainant will be advised of the timeline.
  1. The outcome of the investigation will be documented and the complainant advised in writing.

If the complainant is not satisfied then it will be referred to the Compan y Chairman or his/her deputy and a response will be given within the following seven days.  Other events may need to take place simultaneously or follow a Complaints investigation as follows:

  • Supervision of staff, debriefing, disciplinary hearings, preparing press releases and managing the press, developing interim policies, speaking to various stakeholders.

If the complainant is still not satisfied following Springfield Mind’s internal procedures, they can refer to the Government Ombudsman, who can be contacted on 0300 061 0614. The helpline is open from 8.30am to 5.00pm, Monday to Friday. Complaints can also be made online, via www.lgo.org.uk.

Complaints are a normal and necessary part of delivering an open and flexible service, they cannot always be avoided and it is crucial that we learn from them and assist the service in becoming more efficient in the process.

PROCEDURE FOR COMMENTS AND COMPLIMENTS

Comments and compliments are an important part of staff, volunteer and service development. They are a good way to recognise the efforts and skills of members, staff and volunteers and often boost morale.

When a comment or compliment is received it should be recorded on the Comments, Compliments and Complaints database on Springfield Mind’s intranet, and in a paper file by the person who receives the comment or compliment.  Comments or compliments can be received either verbally or written.

All comments and compliments should be acknowledged in an appropriate manner. This could be verbally or by letter or email.

SPRINGFIELD MIND LIMITED

 

 

We are so proud that we have delivered our training to so many organisations

thank you & here is a snap shot:

Screenshot 2019 12 24 at 10.55.17

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A case study on working with community partners

Background

The Midcounties Co-operative Board took the decision in August 2019 to merge its Coop Energy business with Octopus Energy, an organisation with shared values that puts their customers, colleagues and environment at the heart of their operation. This decision brings sustainability to customers through exceptional technology customer service and innovation.

A regrettable but unavoidable by-product of the merger was the redundancy of job roles at Walsall, Warwick and Ipswich Coop Energy Sites. From the outset the leadership team had been keen to support colleagues faced with redundancy.

As part of a wider set of actions which included job fairs, cv workshops and interview skills, Rebekah Brain, Society Engagement Manager reached out to Mind for further support.

Structure of Support

Over a period of 8 weeks a Wellbeing Practitioner from Springfield Mind visited Coop Energy offices. Colleagues were offered a confidential one to one meeting with Mind where they could discuss any challenges they were facing, be listened to non-judgementally, be given support, information and signposting.

Some of the meetings were single appointments, others visited on repeat occasions.

                  To be listened to, non-judgementally – employees were able to open up about their feelings in a way that would be frustrated by the normal employee / employer relationship. The space created allowed people to air their raw emotions safely, in itself a very cathartic experience for most allowing them to reflect in a more balanced and constructive way about their situation.

                 

Be given support and information – where appropriate colleagues would explore models relating to stress, anxiety, depression as appropriate. Printed Mind Booklets, emailed worksheets and an overview of how to build resilience.

Signposting – in some cases further support was recommended in the form of accessing mental health services, talking therapies, employment support for individuals with a diagnosed mental illness, carers support and family support.

Outcomes

Feedback via Line Managers and HR Advisors were positive, indicating that individuals had found the support valuable and reflected well on Midcounties and Mind.

“Thanks Paul both I and the team felt real benefit from your sessions. Keep up the incredible work – it makes a massive difference and you should be incredibly proud.” Senior Manager

“My Wife and I would like to thank you so much; I now have a job and do not think I would without your help.” Colleague - Walsall

“Our conversations have been much more helpful than support I received through IAPT. Thank you.” Colleague - Walsall

“I would not have been this open with anyone else, just talking feels great.” Colleague - Warwick

“You have put my mind at rest that I am coping with this!” Colleague - Warwick

“A lot going on, thanks for the peace.” Colleague – Ipswich

“Thank for listening yesterday, it was really helpful” Colleague – Walsall

“Thank you for your support yesterday, it really is appreciated.”

Observations

Individuals who have previously struggled with their mental health sought reassurance and support that they could cope with this change. These individuals were far more protective of their wellbeing and had some coping strategies to support.

Younger colleagues who had no previous experience with poor wellbeing or in managing stressful life events were the ones struggling the most. A lack of life experience, not having faced such emotions or change before and not being able to share their concerns with others made them more vulnerable and the transition more challenging.

Colleagues often had external risks to their wellbeing which combined with this change process overwhelmed them.

The culture within Midcounties Cooperative, placing colleagues at the heart of the organisation results in a strong attachment to the business and its values. Of-course in the case of redundancy it makes change more akin to bereavement in nature, the loss of a family.

Conclusion

Having developed a cohesive and successful partnership with Mind and Springfield Mind, Midcounties was able to quickly consult with and deploy Mind to effectively support colleagues facing change.

The outcomes:

Effective wellbeing interventions for colleagues.

Financial support for Springfield Mind and its work with individuals in the community.

Great community partnership working.

Midcounties Cooperative demonstrating its commitment to colleague values.

                 

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Would you like support to get job ready?

Our Just the Job course is an engaging set of five workshops facilitated by an experienced career coach.

 

For some individuals getting work or volunteering can add powerful meaning and increase self-worth and mental wellbeing. Being off work due to mental illness can make you feel isolated and vulnerable, so getting emotional and practical support helps with recovery.

 

The series of workshops include:

  • building appropriate confidence to move forward
  • self-assessment, including self-awareness of skills and personal qualities
  • the tools and support to create a strong CV
  • interview skills • understanding the employer
  • action planning and taking ownership
  • job search including advert analysis, networking and agencies

 

“Evelyn expertly advised and encouraged me to find the best way of presenting my skills to prospective employers, boosting my self confidence in doing so.” - TF Stratford

 

Starting: 3rd June 2019

Every Monday at 2pm – 4.30pm for 5 weeks

At Springfield Mind, 48 Cygnet Court, Timothy’s Bridge Road, Stratford upon Avon CV37 9NW

For further information contact Paul on 01789 298615 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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