We encourage patients and visitors to get in touch about any aspect of care provided by our teams – this could be positive feedback or information about something that would have made your experience better.
Feedback is always welcome and you can share your experience and views in a number of ways.
Let us know
Tell the member of staff involved in your care
Any member of the team looking after you would be delighted to hear any positive feedback. Equally, if you are unhappy about anything at all, please do raise your concerns straightaway. This can often resolve problems immediately.
Leave a review
Post a comment on NHS.uk or Care Opinion.
Contact our experience of care team
If you have a concern or haven’t had a good experience
If you have not had a good experience, we would like the opportunity to put things right as quickly as possible.
We guarantee that your care will not be compromised in any way if you raise a concern or complaint.
You can:
- Tell the staff involved in your care about – in many cases, we can resolve things straight away.
- Ask to speak to the person in charge of the department, ward or service.
- Speak to the PALS team.
- Contact our experience of care team.
You can also get in touch using the form below.
Please note, if you would like us to contact you – either to respond to your feedback or seek more detail – you will need to provide your name and email / telephone number.
If you would like to make a complaint
If you remain dissatisfied and would like to make a formal complaint, you can do this in writing or by email to the experience of care team.
Anyone who is receiving or has received care in Newcastle Hospitals or our community services can make a complaint. A complaint can be made by any patient or their representative.
Independent Complaints Advocacy Service
A free service that can help you to make a complaint. You can contact North East ICA by:
Tel: 0800 802 3000 (freephone)
Email
Alternatively, you can write to the following address:
NHS Complaints Advocacy NE
PO Box 11282
Nottingham
NG5 ONZ
If you’d like to get involved in developing services
Join our patient experience (APEX) group
Some of the best ideas come from patients, carers and local communities – people who are in an ideal position to help us improve.
APEX is a group of patient representatives who work in collaboration with Newcastle Hospitals staff, contributing views, offering feedback and getting actively involved with projects to provide a patient perspective.
Members often act as a critical friend and offer support with large scale transformation of services and new developments as opportunities arise.
We would welcome new members from all backgrounds, all you need is an interest in improving patients’ experience of services.
For further information, please contact the experience of care team on: 0191 2231382 or [email protected]
Young Persons Advisory Group North East (YPAGne)
YPAGne is a group of young people, aged between 11 and 18, who meet monthly to discuss paediatric research with a research team and to work on different projects.
We know that involving young people in the development of research studies leads to better research for young people – we value your views and opinions and want to incorporate them into our work.
Involvement with the group is an excellent way to learn new skills, explore new activities and help shape the future of health care.
Your views and opinions will help influence research that is carried out in our hospital and in other services both regionally and nationally. If you are interested in joining or want to find out more visit the YPAGNE website
Local advocacy services
Newcastle and Gateshead
Your Voice Counts
14-16 Greenesfield Business Centre
Mulgrave Terrace
Gateshead
NE8 1PQ
North and South Tyneside
North East NHS Independent Complaints Advocacy (ICA)
NHS Complaints Advocacy N.E.
PO Box 11282
Nottingham
NG5 0NZ
Darlington, Durham and Stockton
North East NHS Independent Complaints Advocacy (ICA)
NHS Complaints Advocacy N.E.
PO Box 11282
Nottingham
NG5 0NZ
Cumberland, Redcar and Cleveland, Hartlepool, Stockton and Middlesbrough
People First
Support for people who are hard of hearing
If you are deaf or hard of hearing and need support, please text: 07789 088 284
British Sign Language WhatsApp on 07738 994 040.
Our complaints procedure in sign language
Reporting HIV stigma or discrimination
You can report any instances of HIV stigma or discrimination that have occurred in any Newcastle Hospital site or service, by contacting our experience of care team.
This may have happened to you directly, or to a loved one, or it may be something you have witnessed as a bystander, or which has effected a member of staff.
This information will help us understand where and why stigma is taking place and to take action to ensure it doesn’t happen to others.
