Making a complaint
How to raise a concern or complaint
It is often possible to resolve your concerns or complaints when they arise by talking to the staff immeadiately involved, or another member of staff such as a nurse, receptionist, practice manager, care manager or team leader.
If it's not possible to resolve the matter in this way or you would rather talk to someone not directly involved in your care, you can contact the Patient Advice and Liaison Service (PALS) or contact the complaints lead for the NHS or social care organisation providing the service.
If you don't know which organisation provides the NHS service you wish to complain about please contact the PALS service for further information. Alternatively if an organisation receives a complaint about a service which is not provided by them they will contact you to seek your consent to forward the complaint to the right organisation.
Complaints about GPs, dentists, pharmacists and opticians
GP practices, dentists, pharmacies and opticians (sometimes described as independent contractors) have their own complaints process and have a member of staff who is responsible for complaints.
This is usually the practice manager who you should ask to speak to in the first instance as they may be able to resolve your concerns informally.
However if you feel you are unable to contact the practice directly you can contact the NHS North of Tyne patient experience manager to ask them to take up the complaint on your behalf.
Please refer to the complaints leaflet for full details of the complaints procedure.
You can contact our patient experience manager by:
writing to:
Patient experience manager
NHS North of Tyne
1 Esh
Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA
e-mailing: complaints@northoftyne.nhs.uk
or telephoning: 0191 217 2790.
Help with making a complaint
The independent complaints advocacy service (ICAS)
The role of ICAS is to support people who want to make a complaint about their NHS-funded treatment or care. It's a free, confidential and independent service designed to help people understand their rights and make informed choices.
When you contact ICAS you will be supported throughout the complaints process by an experienced advocate who really understands how the NHS works. In fact, since ICAS was set up in 2002 it has helped around 30,000 people nationally to make a complaint.
ICAS Helpline: 0808 802 3000
Independent Complaints Advocacy Service
The Executive Centre Newcastle
Cuthbert House
City Road
All Saints
Newcastle upon Tyne
NE21 2ET
Email: newcastleicas@carersfederation.co.uk
Website: www.carersfederation.co.uk
Complaints about other NHS organisations
If you are unhappy about a service provided by another NHS organisation, for example, a hospital, the ambulance service or another primary care organisation, you should try to resolve it informally with the staff involved.
However if you wish to make a formal complaint you can contact the relevant complaints co-ordinator for that organisation.
Their contact details will be on their individual web sites, via leaflets in their premises or you can contact PALS for further advice on who to contact.
