What is this leaflet for?
This leaflet is an easy read guide on how to make a comment, suggestion, compliment or complaint.
A member of staff or a carer can support you to read this. They will be able to answer any questions that you have.
What is a complaint?
A complaint is speaking up about something you are not happy with or you do not like.
What can I complain about?
Here are some of the things you might want to complain about:
People
How staff talk to you and treat you.
Care
Are you getting what you need?
Information
Have things been explained to you so that you understand?
Buildings
Was the building where you were seen or live clean?
Food
Was the food OK?
Steps to take if you are unhappy
Talk to someone you trust and ask them to help you. You could contact:
These people will be able to help with your complaint or concerns:
- Your key worker or support worker
- Your named nurse
- A manager in charge or team leader
- A friend
- An advocate – this is someone who acts on your behalf to support you in making decisions
- A family member
- Chief Executive
- Complaints department
- Patient Advice and Liaison Service (PALS) – this is a service to help people with problems you have in the NHS
- Advocacy service – this is a group of people who help with complaints in the health service
- Social Services
- Care Quality Commission
You can make a complaint by writing a letter or asking someone to help you write a letter.
If they can't help you, write or phone the complaints department.
Someone will look into your complaint.
Then they will write to you to tell you what they have found.
They will decide if they need to take another look at your complaint and will contact you to talk about it.
If you are not happy with what you are told you can go to the Parliamentary and Health Service Ombudsman.
Remember
If you are not happy about something there are always people to listen and help.
Some useful contacts
- Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW)
St. Nicholas Hospital, Jubilee Road, Gosforth, Newcastle, NE3 3XT
Telephone: 0191 245 6672
Email: complaints@cntw.nhs.uk
- North of Tyne Patient Advice and Liaison Service (PALS)
For: Newcastle, North Tyneside, Northumberland and North Cumbria
Telephone: 0800 032 0202
- South of Tyne Patient Advice and Liaison Service (PALS)
For: Gateshead, South Tyneside, Sunderland and Lotus Ward at Acklam Road Hospital, Middlesbrough.
Telephone: 0800 328 4397
- Coram Voice – Advocacy service for young people
Gregory House, Coran Campus, 49 Mecklenburgh Square, London, WC1N 2QA.
Telephone: 0808 800 5792
- North East NHS Independent Complaints Advocacy (ICA)
Aidan House, Sunderland Road, Gateshead, NE8 3HU.
Telephone: 0808 802 3000
- Independent Complaints Advocacy Northumberland (ICAN)
For Northumberland residents: Adapt (NE), Burn Lane, Hexham, Northumberland, NE46 3HN.
Telephone: 01434 600 599
Email: advocacy@adapt-tynedale.org.uk
- People First
For Cumbrian residents: www.wearepeoplefirst.co.uk
Telephone: 0300 303 8037
- Care Quality Commission (CQC)
Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.
Telephone: 03000 616 161
Email: enquiries@cqc.org.uk
- Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP.
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
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, 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/157/0824 August CNTW(O)07 V15
Website: www.cntw.nhs.uk
Telephone: 0191 246 7288
Review date 2025
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