We work hard to get our services right. If you’re pleased with the service you’ve had from a primary care provider (eg GP, dentist, pharmacist, optician or community service) across Sunderland, Gateshead, or South Tyneside, then please let us know.
If you’re unhappy with the treatment or service you have had, please tell us so that we can put it right. You can talk either to the place where you have the problem, or you can talk to us. Making a complaint should not affect the care you or your family receive.
The Patient Advice and Liaison Service (PALS) is here to listen to you. We will be glad to hear your compliments, and thank the staff concerned and we will try to resolve your problems as quickly as possible.
If you aren’t satisfied, then you can make a formal complaint.
How to make a complaint
Wherever possible you should talk to someone who is close to the cause of your concern such as a doctor, nurse or receptionist. In many cases the matter can be resolved straight away without having to go through a formal process.
GP practices, dentists, pharmacies and opticians often have their own complaints process and you may be able to resolve your concerns informally through this route.
If you wish to raise your concerns with someone who is not directly involved in your care, the Patient Advice and Liaison Service (PALS) can provide advice and support to patients, families and carers. They will listen to your concerns, suggestions or queries and help to sort out problems quickly on your behalf. This service is completely confidential.
You should make your complaint as soon as possible after the event. Normally, we only investigate those complaints that are either;
- made within twelve months of the event.
- made within twelve months of you realising that you have something to complain about, as long as it is no longer than 12 months after the event. These time limits can be extended in exceptional circumstances at the discretion of the Primary Care Trust.
If you are not happy with the outcome following discussion with PALS, they will be able to provide you with information on how to make a formal complaint.
Formal complaints
If you have tried to resolve your concern through the informal route described above and still feel unhappy, you are entitled to make a formal complaint.
You can do this by contacting the Complaints Manager:
For complaints regarding your GP, Dentist, Pharmacy or Optician contact complaints@sotw.nhs.uk or telephone 0191 502 6653.
For complaints relating to Community Health Services please contact Brenda.carrahar@sotw.nhs.uk or telephone 0191 2831044.
Mrs K Straughair
Chief Executive
NHS South of Tyne and Wear
Pemberton House
Colima Avenue
Sunderland Enterprise Park
Sunderland
Tyne and Wear
SR5 3XB
All complaints are acknowledged as soon as possible after receipt, usually within three working days. You have the right to a full written reply from the Chief Executive to any formal, written complaint made against the Primary Care Trust or the services it provides. We try to do this within 25 working days of receiving the complaint. Where matters are more complex and require additional time for investigation we will contact you and agree a reasonable time scale. If there are other good reasons for delay you will be kept informed of progress.
Still unhappy?
If you are still dissatisfied after the NHS complaints procedure has been completed you can ask the Health Service Ombudsman to investigate your case. The Ombudsman is completely independent of both the NHS and the Government. As well as complaints about NHS services, the Ombudsman can investigate complaints about how the procedure is working.
The Ombudsman
The Health Service Ombudsman for England
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033 ( All calls are charged at local rate. )
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk