We would like to encourage you to tell us about your experience and about the quality of care you have received.
We take all feedback very seriously and would be pleased to pass on positive feedback 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.
How to offer your views
Positive feedback is always welcomed and you can share your experience with the Trust 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, you can raise your concerns straightaway. This approach often resolves problems immediately.
NHS Friends and Family Test
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 onlineNHS Friends and Family Test
Leave a review
Post a comment on either NHS.uk or Care Opinion websites:NHS website Care Opinion
Patient Advice and Liaison Service (PALS)
Contact the Patient Advice and Liaison Service (PALS) by:
Telephone: 0800 032 02 02
Text/sms: 07815 500 015
Patient Experience Team
Contact the Patient Experience Team by:
Telephone: 0191 223 3182
Facebook, Twitter or Instagram
Head to one of our social media platforms to comment about your experiences – you can link to any of these on the bottom of this webpage.
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, concerns can be resolved 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 the Trust’s 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.
Who can make a complaint?
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 patient representative.
What if you need some 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:
Free phone: 0800 802 3000
Alternatively, you can write to them at the following address:
North East NHS Independent Complaints Advocacy (ICA)
Hard of hearing
Clients who are deaf or hard of hearing can contact North East ICA by:
Texting 07789 088 284
BSL Whats app video on 07738 994 040.
Our complaints procedure in sign language
You can also see a narrated sign language film about our complaints procedure: