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

If you wish to make a complaint, please contact:

Hugo Minney, TyneHealth, Monkseaton Medical Centre,
Cauldwell Avenue, Whitley Bay, NE25 2PH
telephone: 0191-2521616 (option 4)   email: enquires@tynehealth.org.uk

He 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 Independent Complaints Advocacy Service (ICAS – 0300 33005454) will be glad to advise and support you. ICAS represents the views of users of the Health Service. They are able to give 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 (PALS 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.