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As part of our commitment to service users and carers we are introducing some new ways of working to ensure that services users have a greater level of involvement in their care.

This leaflet is an introduction Dialog for patients, carers and staff. It explains what the Dialog questionnaire is and how it works.

Dialog is designed to measure how satisfied you are with areas of your life and your experience of the care you receive. Your responses can help us to make sure we talk about what matters to you. The Dialog questionnaire is very simple and it only has 11 questions.

The first eight questions cover different areas of your life, and the last three are about your treatment. You don’t need to give long responses or give too much detail.

Choose a number from one to seven that best matches how you feel, with seven being totally satisfied and one being totally dissatisfied. There are no wrong answers. Try to be as honest as you can. By sharing your answers at the beginning of your care, you can get a really good idea of how you are feeling.

We use your answers to talk with you about whether anything might help improve your satisfaction in the areas that matter to you. We will ask you these questions again through your treatment and use your answers to help us recognise achievements and think with you whether any changes are needed in those plans.

Speak to staff for a copy of the questionnaire.

If you want to make a comment, suggestion, compliment or complaint you can:

We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention.  

You can provide feedback in the following ways:

  • the quickest way for you to do this is to complete our short online survey at www.cntw.nhs.uk/yourvoice
  • complete a Your Voice survey, available on wards, reception areas or from staff 
  • other options for sharing your feedback and experience www.cntw.nhs.uk/yourfeedback

Patient Advice and Liaison Service (PALS)
PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved one's care.

We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

North of Tyne
Telephone: 0800 032 0202
Email: pals@nhct.nhs.uk
Post: FREEPOST PALS

South of Tyne
Telephone: 0800 328 4397
Text: 07825 061 035
Email: pals@cntw.nhs.uk
Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB

9.00am – 4.30pm, Monday to Friday
An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

This information can be made available in a range of formats on request (Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre on 0191 246 7288.

Published by the Patient Information Centre
2024 Copyright: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/904/0224 February 2024 V1

Website: www.cntw.nhs.uk
Telephone: 0191 246 7288

Review date 2027