We are always interested to hear from you

The Trust is always grateful to receive comments from patients, relatives and carers, about its services or about the care provided.  We aim to deliver high quality services. 

Both positive and negative comments about services help us to do things better.

If you have a concern or wish to make a complaint, please bring it to someone’s attention as soon as possible to help us identify areas where we can improve our services.

 

How to tell us about your views

You can speak to a member of staff about the service you are receiving, for example a nurse, doctor, receptionist or manager.

If you are unhappy with the care or treatment provided, please tell us as soon as possible.

Most problems can be resolved by talking to the person responsible for your care or treatment.  If you are worried about something the sooner you tell us the sooner we can try to put thing right.  If you do not feel comfortable about approaching this person directly ask to speak to the ward manager or modern matron, the consultant or locality manager.

Please do not be afraid to say what you think. 

If you bring concerns to our attention it will not affect your future treatment or care.  The Trust has a policy of dealing with problems openly.  We welcome all comments and will do everything possible to put things right

It helps if concerns can be raised as soon as possible to allow us to try and resolve them.  We may not be able to investigate complaints made more than one year after the event complained about as we may not be able to carry out a thorough investigation.

 

Patient advice and liaison service (PALS)

As an alternative to speaking to staff about concerns, the PALS team aims to:

  • advise and support patients, their families and carers
  • signpost, providing information on NHS services and support available from other agencies
  • listen to your comments, concerns and complaints
  • help sort out problems quickly on your behalf.
  • PALS will liaise with staff, managers and where appropriate, relevant organisations, to negotiate solutions as soon as possible. If necessary, PALS can also refer patients and families to specific local or national-based support agencies.

PALS can be contacted through any member of staff or:

Monday to Friday

9.00am - 4.00pm

Freephone:

0800 052 0219

Text message:

07775 518086

Email:

tewv.pals@nhs.net

 

You may prefer to pursue your concerns in writing to either:

Mr Colin Martin

Chief executive

West Park Hospital

Edward Pease Way

Darlington

DL2 2TS

 

Or

 

Complaints manager

Flatts Lane Centre

Flatts Lane

Normanby

Middlesbrough

TS6 0SZ

E-mail:  tewv.complaints@nhs.net

 

How do we aim to resolve concerns raised?

We will:

  • agree the concerns you wish to be investigated
  • investigate these thoroughly and fairly
  • let you know when we will respond to your concern or complaint or if there is a delay
  • if there is a delay, we will keep you up-to-date with what’s happening
  • take action within the Trust to learn lessons and make any identified improvements to services.

 

Confidentiality and consent

Any information you provide is confidential and will be kept safely and securely.

If we need to pass your information on to another member of staff, we will only do so with your consent or if we are worried about the safety of yourself or others.

If you are a relative, friend or representative of a patient, we cannot provide clinical information without the consent of the patient concerned.

We may need to review your clinical records as part of a thorough investigation into your complaint. 

 

If you are not satisfied with the Trust’s response

The Trust aims to respond fully to your concern or complaint and will work with you to reach a satisfactory resolution.

However, if you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the parliamentary and health service ombudsman.  The ombudsman makes a final decision on unresolved complaints about the NHS in England.  It is an independent service which is free for everyone   to use.  

 

To take your complaint to the Ombudsman:

Visit.             www.ombudsman.org.uk/make-a-complaint

Tel.               0345 015 4033.

 

Seeking independent advice

Complaints advocacy services are independent organisations providing advice, assistance and support to people who have a concern or complaint about the National Health Service.

 

Their contact details are:

North East NHS ICA

(Carers Federation)

Tel.

0808 802 3000

North Yorkshire NHS complaints advocacy service

Cloverleaf Advocacy

(Scarborough, Whitby, Ryedale, Hambleton and  Richmondshire and Harrogate complaints).

Tel.

0300 012 4212

York advocacy

(for residents in the City of York).

Tel.

01904 414357

 

What if I want to take legal action against the Trust?

If you are considering taking legal action against the trust you should seek appropriate legal advice.

 

When a concern or complaint involves both health and adult social care

If you have a concern or complaint about your care that involves both the NHS and adult social care (your local authority) you can inform either organisation and you should receive a single co-ordinated response.

 

Useful contact numbers

The Care Quality Commission (CQC)

Regulates all health and adult social care in England ensuring that quality standards are met where care is provided. 

Tel.
03000 616161

The General Medical Council (GMC)

Aims to protect, provide and monitor the health and safety of the public by ensuring proper standards in the practice of medicine.

 

Tel.
0161 923 6602

 

The Nursing and Midwifery Council

Aims to protect the public by ensuring nurses and midwives provide high standards of care. 

 

Tel.
020 7333 9333

 

NHS 111

Provides healthcare information and advice. 

 

Tel.
111

 

 

An easy read version of this information with pictures is available here.

 

Leaflet reference:

L347

Version:

V5

Date last updated:

01/06/2016

Archive date:

01/06/2019