Frequently Asked Questions

I work full time. Do you provide appointments out of the usual 9-5 working hours?

We certainly can. We can offer early appointments from 8am Monday- Friday and some late appointments on Monday to Thursday. There is a demand for these appointments though so you may have to wait longer than with other appointment times.

Do you provide interpreters?

Yes. Providing that we have been informed of your needs we will ensure that an interpreter is present during all appointments. Please make sure that the GP or health professional that refers you is aware of your needs and has identified this on your referral form.

What does opting-in mean?

Throughout your time with us you may receive a letter for a number of reasons, e.g. letters offering appointments and letters that inform you of missed appointments. When you receive a letter you will be given an ‘opt-in’ or ‘response’ period of around 10 working days from the date of the letter. This means that you will need to respond to the letter within 10 working days, otherwise you will be discharged back to the person who originally referred you.

What if I can’t make an appointment?

steps2change has a clear and strict non-attendance and cancellation policy which we enforce.  This is mainly in order to ensure that unnecessary delays caused by non-attended appointments and short notice cancellations are kept to a minimum.

We understand that sometimes, for a number of reasons, a person may need to cancel or rearrange an appointment. It’s important that this is done as soon as possible so that an alternative appointment can be arranged in good time, and so that someone else may benefit from your original appointment slot. Click here for our contact details.

I need to talk to someone now; what if can’t wait for my appointment?

steps2change is not an emergency service and is closed outside of the opening times. If you feel that you need to speak to someone then it’s important that you do so immediately.

Talking about a problem can relieve a lot of pressure and help you find solutions to the problems of which you are experiencing. Click this link for a list of useful emergency contacts that will be able to help.

How do I make a complaint?

Here at steps2change we want to make sure that you are receiving the best possible care. Unfortunately, there may be a time when you are not completely satisfied with the service you have received. If you would like to comment on, or complain about any aspect of our services please ask to speak to local steps2change team coordinator. You can also contact our Patient Advice and Liaison Service - follow the link below for further information.

www.lpft.nhs.uk/help-and-support/your-rights/pals

Alternatively, you can visit the Patient Opinion website at www.patientopionion.co.uk and add your comments under Lincolnshire Partnership NHS Foundation Trust, who will also pass on your remarks to us.