The following information provides details of our service policy and help you understand what to expect from our service and the part that we ask you to play in your treatment.
Confidentiality
All information you give is confidential and your notes are held in line with the NHS Code of Practice.
Number of Appointments
We offer short-term treatment and support and will review how helpful this is at each appointment.
Attendance
To get the very best from your treatment it is important that you attend every appointment.
If you need to cancel an appointment contact us on 0191 5195850 with as much notice as possible. Whilst we understand issues can come up, we follow a strict cancellation and missed appointment policy which is outlined below. Unfortunately if you do not follow the policy, it will result in you being discharged from our service.
- 2 missed appointments without informing the department (this will be deemed as Did Not Attend)
- 2 consecutive cancellations (this means cancelling your next appointment twice)
- 3 Cancellations (where you contacted the service but are unable to attend)
- 2 Cancellations and 1 Did Not Attend
If you have issues that prevent you from attending your appointments please contact us.
Feedback
This is your treatment and it needs to be the best it can for you. Therefore, if you have any problems or questions, please speak to us to see if we can resolve these with you. However, if you have any complaints, you can raise these with our Clinical Lead or you can contact the Customer Services Department on 0191 404 1072 or stsft.adviceandcomplaints@nhs.net.
Violent and Abusive Behaviour
South Tyneside and Sunderland Foundation Trust have a zero tolerance policy on violent and abusive behaviour and will take the appropriate action to protect its staff, clients and the public.
Social Media
We are unable to interact with young people and families via email or social media (e.g. Facebook, Twitter).
