Our patient experience team (PET) are here to listen to your comments, concerns or compliments. The team will provide advice on how we can assist and work with the relevant staff on your behalf to resolve any issues and make sure your needs are met.
Your comments or concerns will be investigated and the team will get back to you with a response as soon as possible.
The patient experience team will:
- Listen to comments or concerns
- Receive compliments
- Try to resolve issues as quickly as possible
- Liaise with staff on your behalf
- Work in partnership with professionals to aid a quick solution
Please note
If staff have been unable to resolve your concerns directly within the ward or department, we will ask you to write your concerns and you can proceed to a meeting with senior clinical staff from the ward or department or a written response via the Trust’s Chief Executive or Deputy.
Complaints must be made within 12 months of the event, or as soon as you become aware you have cause to complain. All written complaints received will be acknowledged within 3 working days.
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 or in the community.
However, we recognise there may be times when you are not satisfied with the service you have received. We encourage you to raise these concerns and share your comments so that we can better ourselves.
For a quick resolution, please let a member of staff know as quickly as possible if there is an issue. Your care or the service you receive will not be affected should you make a complaint. Staff will do everything they can to resolve your concern.
You have the option of raising any issues you may have by speaking to the ward or department staff while you’re in hospital. You can also ask to speak to the ward matron or person in charge.
If you do not feel comfortable speaking to ward or department staff, you may prefer to contact our patient experience team.
Please be assured that any information you share with us is made anonymous before we share it.
We encourage all feedback
Good or bad, the comments you provide help your staff to review services from a patient’s perspective. This means we can make improvements and share areas of good practice.
We welcome more detailed patient stories, including:
- Your journey through our Trust
- How you felt
- How your treatment has impacted on your life
- Any good experiences
- Areas you feel we could improve
If you have a story to tell, we want to hear it. Our patient experience team are always here to take your comments or you can request 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 book in a convenient time to video call you for a chat about your experiences.
We encourage you to share your feelings and experiences with others and even hold a monthly virtual coffee morning where we invited some service users to share their feedback.
Questions we might ask you
During the feedback process we may ask you specific questions to help us get a complete picture of your experience. Examples of questions we might ask you are:
- Could you give some background information about yourself to start the story?
- Please discuss your experiences of the episode of care or ongoing care
- How do you feel about the care you received and the staff involved?
- Are there any areas of care that have been particularly beneficial to you or do you have any areas that stand out?
- Do you have any suggestions about how we can improve the care we are providing?
Can I make a complaint on behalf of a relative or friend?
Yes. Anyone can make a complaint, but if it is about the care or treatment of another person you will need to have his or her consent (permission) to allow the Trust to respond directly to you.
If the person is unable to give consent, or has died, a legally appropriate representative can make the complaint on his or her behalf.
Will my care be affected if I make a complaint?
No. Please be reassured your care will not be affected as a result of you making a complaint. Any information you give will be treated in confidence and with sensitivity.
Information about your complaint is kept separate from your healthcare record.
Contact
Address
Patient experience team,
North wing, ground floor,
University Hospital of North Tees,
Hardwick, Stockton-on-Tees,
TS19 8PE.
Monday to Friday
–
Email:
[email protected]
Phone:
01642 624719
If you would like to visit the office in person, you can find the team at the University Hospital of North Tees by turning left at the main reception and looking for the office behind the fish tank, to the right of the lifts.
If you have any urgent concerns out of hours and would like to speak to a senior member of staff, please call the 24 hour hospital switchboard on 01642 617617. You will be redirected to the most appropriate person for your needs.
