{"id":7248,"date":"2026-01-13T14:40:17","date_gmt":"2026-01-13T14:40:17","guid":{"rendered":"https:\/\/tynehealth.org.uk\/staging\/?page_id=7248"},"modified":"2026-01-13T14:40:17","modified_gmt":"2026-01-13T14:40:17","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/tynehealth.org.uk\/staging\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column type=&#8221;mc-smart-column&#8221; width=&#8221;1\/3&#8243;][vc_empty_space height=&#8221;20px&#8221;][vc_wp_custommenu nav_menu=&#8221;47&#8243; el_class=&#8221;vertical-menu&#8221;][\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;padding-left-30&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"p1\"><strong>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.<\/strong><\/h3>\n<p>[\/vc_column_text]<h2 class=\"box-header\">We Will<\/h2>[vc_column_text css=&#8221;&#8221; el_class=&#8221;large margin-top-10&#8243;]<\/p>\n<ul class=\"simple-list clearfix\">\n<li class=\"template-tick-2 clearfix\">\u00a0Find out what happened and what went wrong<\/li>\n<li class=\"template-tick-2 clearfix\">\u00a0Make it possible for you to discuss the problems with those concerned if you wish to do so<\/li>\n<li class=\"template-tick-2 clearfix\">\u00a0Make sure that you receive an apology, where this is appropriate<\/li>\n<li class=\"template-tick-2 clearfix\">\u00a0Try and make sure the problem does not occur again<\/li>\n<\/ul>\n<p>[\/vc_column_text]<h2 class=\"box-header\">Confidentiality<\/h2>[vc_column_text css=&#8221;&#8221;]Please note that we have to respect our duty of confidentiality to patients, and a patient\u2019s consent will be necessary if a complaint is not made by that patient personally.[\/vc_column_text]<h2 class=\"box-header\">Making a Complaint<\/h2>[vc_btn title=&#8221;Download our Complaints Leaflet&#8221; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"p1\">If you wish to make a complaint, please contact us by:<\/p>\n<p class=\"p1\"><strong>Email:\u00a0<\/strong><a href=\"mailto:tynehealth.complaints@nhs.net\" target=\"_blank\" rel=\"noopener noreferrer\" data-removefontsize=\"true\" data-originalcomputedfontsize=\"14.666666984558105\">tynehealth.complaints@nhs.net<\/a><\/p>\n<p><strong>Or by Telephone:\u00a0<\/strong>0191 6918777<\/p>\n<p><strong>Or by Post:<\/strong><\/p>\n<p>TyneHealth Ltd<br \/>\n10 Hedley Court<br \/>\nOrion Business Park<br \/>\nNorth Shields<br \/>\nNE29 7ST<\/p>\n<p class=\"p1\">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.<\/p>\n<p>[\/vc_column_text]<h2 class=\"box-header\">Time Limits<\/h2>[vc_column_text css=&#8221;&#8221;]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.[\/vc_column_text]<h2 class=\"box-header\">If You Need Any Help<\/h2>[vc_column_text css=&#8221;&#8221;]<\/p>\n<div class=\"wpb_text_column wpb_content_element \">\n<div class=\"wpb_wrapper\">\n<p class=\"p1\">If you need any help the\u00a0<a href=\"https:\/\/www.carersfederation.co.uk\/services\/independent-complaints-advocacy\/locations\/north-east-ica\/\">North East NHS Independent Complaints Advocacy<\/a>\u00a0(ICA) through their\u00a0<a href=\"https:\/\/www.carersfederation.co.uk\/services\/independent-complaints-advocacy\/locations\/north-east-ica\/\">website<\/a>\u00a0or\u00a0<strong>FREE\u00a0PHONE 0808 802 3000.\u00a0<\/strong>ICA\u00a0will 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.<\/p>\n<p class=\"p1\">If you do not wish to complain, but just want help and advice, or have concerns, you can contact the\u00a0<a href=\"https:\/\/www.nhs.uk\/services\/service-directory\/north-tyneside-general-hospital\/N10871917?gsdServiceId=363\">Patient Advice and Liaison Service<\/a>\u00a0based at Rake Lane Hospital in North Tyneside by email\u00a0at\u00a0<strong>northoftynepals@nhct.nhs.uk<\/strong>\u00a0or<strong>\u00a0PHONE 0800 032 0202<\/strong> 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:<\/p>\n<\/div>\n<\/div>\n<ul>\n<li>Advise and support patients, their families and carers<\/li>\n<li>Provide information on NHS services<\/li>\n<li>Listen to your concerns, suggestions and queries<\/li>\n<li>Help sort out problems quickly on your behalf<\/li>\n<\/ul>\n<p>[\/vc_column_text]<h2 class=\"box-header\">Dealing With Your Complaint<\/h2>[vc_column_text css=&#8221;&#8221;]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.\u00a0 You are welcome to bring a relative or friend with you to the meeting.[\/vc_column_text]<h2 class=\"box-header\">Care Quality Commission<\/h2>[vc_column_text css=&#8221;&#8221;]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.<\/p>\n<p>Our CQC number is\u00a0<b>1-639508006<\/b>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column type=&#8221;mc-smart-column&#8221; width=&#8221;1\/3&#8243;][vc_empty_space height=&#8221;20px&#8221;][vc_wp_custommenu nav_menu=&#8221;47&#8243; el_class=&#8221;vertical-menu&#8221;][\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;padding-left-30&#8243;][vc_column_text css=&#8221;&#8221;] 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. [\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;large margin-top-10&#8243;] \u00a0Find out<\/p>\n","protected":false},"author":21,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"class_list":["post-7248","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/pages\/7248","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/comments?post=7248"}],"version-history":[{"count":2,"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/pages\/7248\/revisions"}],"predecessor-version":[{"id":7251,"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/pages\/7248\/revisions\/7251"}],"wp:attachment":[{"href":"https:\/\/tynehealth.org.uk\/staging\/wp-json\/wp\/v2\/media?parent=7248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}