Class 11 - Complaints

Class Definition: Policies, procedures and contacts for complaints

South Tyneside NHS Foundation Trust aims to provide high quality services to all people who use them. Sometimes things do go wrong and people want to complain and to have that complaint investigated. It is useful for the Trust to have people's views, so that they can be taken into account in planning for the future and to improve services for the benefit of the whole community. The Trust welcomes complaints, compliments, comments and suggestions about the way in which we undertake our work.

We treat all complaints seriously, listen carefully to what complainants have to say, investigate any concerns thoroughly, confidentially, fairly and quickly. We aim to acknowledge a complaint within two working days and respond within twenty days following the processes and framework prescribed by the NHS Complaints Procedure. A copy of your complaint will be forwarded to our Caldicott Guardian & Chief Executive.

The Trust regards complaints as a way of improving services in the future. Anonymous, statistical information about the complaints received, the issues raised and how they have been dealt with are reported quarterly in the Board papers and details are presented in the Trust Annual Report.

How to complain?

Wherever possible you should speak to someone - for example a doctor, nurse, receptionist or manager - at the place where you received your care. Every effort will be made to answer your concerns, and in many cases it will be possible to sort out any problems straight away.

To assist you we have a Complaints Department

If you wish to talk to someone who is not involved in your care or to make a complaint about the services provided by this Trust, please contact the Trust Complaints Manageras follows:

Trust Complaints Manager
South Tyneside NHS Foundation Trust,
South Tyneside District Hospital,
Harton Lane,
South Shields,
Tyne and Wear