Patient Experience Team (PET)

We welcome patient feedback such as compliments, comments, patient stories, concerns and complaints so we can continue to improve our services.

Sharing your concerns

We work hard to make sure every experience is as positive as possible and that you receive the highest standard of care in our hospitals and in the community. However, we also recognise there may be times when you are not satisfied with the service you have received and you may wish to raise concerns or share your comments.

You have the option of raising any issues you may have by speaking to the ward or department staff whilst you are in hospital, or you can ask to speak to the ward matron or person in charge.

If you do not feel comfortable speaking to staff members on the ward or within the department at the time of your visit, you may wish to contact the Patient Experience Team (PET) who are here to:

  • listen to comments or concerns
  • receive compliments
  • try to resolve issues as quickly as possible
  • liaise with relevant staff on your behalf
  • work in partnership with the professionals involved to aid a quick resolution

The Patient Experience Team will listen to your comments or concerns and provide advice on how we can assist and liaise with relevant staff on your behalf, to try to resolve any issues.

Your comments or concerns will then be investigated and staff will get back to you with a response as soon as possible.

View our patient experience brochure

We encourage all feedback

The comments you provide help our staff to review services from a patients’ perspective, which helps us make improvements and allows us to share areas of good practice.

We welcome more detailed patient stories – this includes your journey through our Trust, how you felt, any good experiences and areas you feel we could improve.

If you wish to provide a story please email or telephone the Patient Experience Team, where a member of staff can take your comments. There is also the option of requesting a patient story feedback form to complete in your own time, from the comfort of your own home.

We also offer a virtual feedback service, where we can arrange a mutually convenient time to video call you to obtain your story.

In addition we hold a monthly virtual coffee morning where we invite some service users to dial in and share their positive feedback.

Questions we may ask when receiving your feedback

During the feedback process we may ask specific questions to help us get a complete picture of your experience with us. Examples of some of the questions we may ask may be:

  • Could you give some background information on yourself to start the story?
  • Please discuss your experiences of the episode of care or ongoing experience of care
  • How do you feel about the care you received from the hospital/community and the staff/teams involved?
  • Are there any areas of your care that have been particularly beneficial to you, or any areas which stand out?
  • Do you have any suggestions of how we can improve the care that we are providing?

How do we use your feedback?

The feedback from patients are used by the Trust to investigate any areas of concern and to share areas of good practice across the Trust.

Please be assured that any information shared regarding your experience is anonymised before sharing wider.

Contact

E-mail: nth-tr.PatientExperience@nhs.net

Letter: Patient Experience Team, North Wing, Ground Floor, University Hospital of North Tees, Hardwick, Stockton on Tees, TS19 8PE.

01642 624719 Monday to Friday, 9.30am – 4pm

The Patient Experience Office is open Monday to Friday 9:30am to 4:00pm to receive concerns and patient stories. The team can be located by turning left at the main reception, and looking for the office situated behind the fishtank.