Comments, suggestions or complaints
The Trust continually strives to improve the quality of care that we provide and as such we are always interested to hear your views.
We would encourage patients and their visitors to comment on any aspect of the care that they have received or tell us anything that would have made their visit to the Trust a more pleasant experience.
There are a number of ways that you can tell us what you think.
Compliments, comments or suggestionsShow [+]Hide [-]
It is always a great pleasure to receive positive comments about our staff or services and we use these to highlight where things are working well. If you are pleased with the care you have received, please let us know and we will pass on your compliments to the area concerned.
You will find our ‘Take 2 Minutes... Tell us what you think' boxes in public areas in our hospitals. Alternatively you can e-mail any compliments, comments or suggestions to our feedback e-mail: Patient Relations
Each comment/suggestion will be taken seriously and wherever possible acted upon.
Further concernsShow [+]Hide [-]
If you have any further concerns about our services, a number of organisations may be able to help:
Patient Advice Liaison Service (PALS)
Although the staff who look after you will do all they can to make sure that you are treated properly and promptly, things do occasionally go wrong. If you have a concern about your care or treatment, where possible you should talk to someone who is close to the cause of your concern - such as the doctor, nurse or receptionist. In many cases the matter can be resolved straight away.
However, if you want to raise your concerns with someone who is not involved in your care, you may wish to contact the Patient Advice and Liaison Service. PALS is an integral part of the NHS Patient and Public Involvement system and the PALS officers working in the Newcastle Hospitals act independently to:
- give confidential advice and support to patients, their families and carers
- provide information on NHS services and any health related matters
- listen to your concerns, suggestions or queries about NHS services or treatment
- help to rapidly sort out any problems or concerns you may have on your behalf
- put you in touch with someone if you need help such as local and national support groups or agencies
To contact PALS, you can ask a member of staff to contact the service or use the details below.
North of Tyne PALS
The Old Stables
- Email: PALS
- Freephone: 0800 032 0202
The PALS officers are available Monday to Friday from 9.00am to 4.30pm At other times please leave a message and they will get back to you as soon as they can.
North East NHS Independent Complaints Advocacy
For free independent help with making a complaint about the NHS, contact the North East NHS Independent Complaints Advocacy on:
Healthwatch Newcastle, Healthwatch North Tyneside and Healthwatch Northumberland can help make sure your views on health and social care within the region are heard.
Formal complaintsShow [+]Hide [-]
We want to know when things go wrong so that we can quickly put them right for you and learn from your experiences to improve services for other people.
If you wish to make a formal complaint, you should do this as soon as possible after the event. You can get more information on our formal complaints webpage.
Our staff work to make sure that every patient receives safe, clean and personalised care every time they come to our hospitals.
We want to help patients and their loved ones to be involved in that care, so if at any time you think your care is not safe, clean or personalised, you should raise your concerns:
Alert the nursing staff so they can quickly review and resolve your concerns.
We would always want to try and resolve your concerns at the time, so please do approach the nursing staff.
If you still have concerns, contact the department’s Matron, or the Patient Advice and Liaison Service (PALS).
If the Matron or PALS is unavailable, or you still have serious concerns about safety, and think that you or someone else might suffer harm unless urgent action is taken, please contact our dedicated HELP-line.
A senior member of staff will review your concerns within the hour.
The telephone number is: 0191 223 1665.