We aim to provide a high standard of service where patients’ well-being and comfort are our top priority.
We take all feedback very seriously and would be pleased to pass on positive feedback to our staff.
You may want to let us know about something that has gone well or about staff that you feel have excelled in their service to you.
However, if you have not had a good experience, we would like the opportunity to put things right as quickly as possible.
If you are not satisfied with the care you, a relative or friend has received, it is important to tell us so that we can address the problem quickly.
Often the quickest and easiest way to resolve a problem or get an answer to any question you have will be to speak to the staff caring for you, whether that is a nurse or your consultant.
Formally raising concerns
If you feel that any concerns you have raised have not been resolved informally, you can make a formal complaint.
Please be assured that any complaint or concerns you raise will not affect your care in any way.
Initially, you can raise a formal complaint by contacting the directorate manager or matron of the ward involved in your care.
If you are not sure who this is, please email: [email protected] or contact us on 0191 2336161.
Patient experience team
If you remain unhappy, you can contact our patient experience team at:
Telephone: 0191 223 1382
Email: [email protected]
The team will review your concerns and contact you direct.
Independent review and adjudication
If you remain unsatisfied, you can contact the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) who will assess your complaint, including how we have handled it, and then consider an independent review:
Independent Sector Complaints Adjudication Service
100 St Paul’s Churchyard
London
EC4M 8BU
Email: [email protected]
Telephone: 020 7536 6091 (Monday to Friday, 09.00-17.00)
www.iscas.org.uk
