We take all feedback seriously and would be pleased to pass positive comments to our staff.
However, 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 want to raise a concern or complaint.
Let us know
Feedback is always welcomed and you can share your experience and views in a number of ways:
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 approach often resolves problems immediately.
NHS Friends and Family Test
You can complete the NHS Friends and Family Test by filling in the card given to you in hospital, using the kiosks in outpatients or by going online
NHS Friends and Family TestLeave a review
Post a comment on either NHS.uk or Care Opinion websites:
NHS website Care OpinionPatient Advice and Liaison Service (PALS)
Contact the Patient Advice and Liaison Service (PALS) by:
Telephone: 0800 032 02 02
Text/SMS: 07815 500 015
Email: NorthofTynePALS@northumbria-healthcare.nhs.uk
Patient experience team
Contact our patient experience team on:
Telephone: 0191 223 1382
Email: nuth.patient.relations@nhs.net
What if I have a concern?
We want to resolve any concerns you may have as quickly as possible and would encourage you in the first instance to:
- Tell the staff involved in your care about any concerns you may have. 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 using the details above
- Contact our patient experience team on the number or e-mail above.
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 patient experience 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 support?
The Independent Complaints Advocacy Service (ICA) is a free service that can help you to make a complaint. You can contact North East ICA by:
Freephone: 0800 802 3000
Email: ica@carersfederation.co.uk
Alternatively, you can write to them at the following address:
North East NHS Independent Complaints Advocacy (ICA)
Aidan House
Sunderland Road
Gateshead
NE8 3HU
Hard of hearing
Clients who are deaf or hard of hearing can contact North East ICA by:
Texting 07789 088 284
British Sign Language WhatsApp video on 07738 994 040.
Our complaints procedure in sign language
You can also see a narrated sign language film about our complaints procedure:
