Complaints Procedure

Our aim is to provide a high standard of service. However, there may be times when it is felt that this has not happened. The following explains what to do if you have a complaint about the services we provide.

We Will

Find out what happened and what went wrong
Make it possible for you to discuss the problems with those concerned if you wish to do so
Make sure that you receive an apology, where this is appropriate
Try and make sure the problem does not occur again

Confidentiality

Please note that we have to respect our duty of confidentiality to patients, and a patient’s consent will be necessary if a complaint is not made by that patient personally.

Making a Complaint

Download Our Complaints Leaflet

If you wish to make a complaint, please contact us by:

Email: tynehealth.complaints@nhs.net

Or by Telephone: 0191 6918777

Or by Post:

TyneHealth Ltd
10 Hedley Court
Orion Business Park
North Shields
NE29 7ST

We will advise you how the complaint will be dealt with (if it can be dealt with informally in some way then it will be). If your complaint is made by telephone, we shall respond in writing.

Time Limits

There are time limits on making a complaint. Normally a complaint should be made within 12 months of the event or within 12 months of the date of discovering the problem. You can ask for a complaint to be considered after this time limit if you explain why you did not complain earlier.

If You Need Any Help

If you need any help the North East NHS Independent Complaints Advocacy (ICA) through their website or FREE PHONE 0808 802 3000. ICA will be glad to advise and support you, they represents the views of users of the National Health Service. They are able to give free advice, information and support to complainants through these procedures.

If you do not wish to complain, but just want help and advice, or have concerns, you can contact the Patient Advice and Liaison Service based at Rake Lane Hospital in North Tyneside by email at northoftynepals@nhct.nhs.uk or PHONE 0800 032 0202 to discuss any queries about the NHS. PALS provide support to patients, carers and relatives, representing their views and resolving local difficulties on the spot by working in partnership with NHS staff. The service aims to:

Advise and support patients, their families and carers
Provide information on NHS services
Listen to your concerns, suggestions and queries
Help sort out problems quickly on your behalf

Dealing With Your Complaint

We think it is important to deal with complaints swiftly, therefore you will be offered an informal appointment for initial discussion within 10 days of your complaint. Following this you will receive a letter within 48 hours setting out what was discussed and agreed. You are welcome to bring a relative or friend with you to the meeting.

Care Quality Commission

The CQC are the independent regulator of health and adult social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and and they encourage care services to improve.

Our CQC number is 1-639508006