How we can help make things better if you are unhappy with your care

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We try to get things right first time, but sometimes we get things wrong.

If you are unhappy about your care… You may feel:

Upset…

Angry…

Fed – up.

If you are unhappy about something, it is better to tell us as soon as possible so we can try and sort out your problem quickly.

Tell one of the staff caring for you or someone close to you what is wrong.

We will try and make things better for you.

You can talk to:

Your Nurse

Your Doctor.

He or she will try to sort out your problem/s as soon as possible.

If you do not want to talk to staff caring for you or you are still not happy, you can talk to the Patient Experience Team (PET), a Senior Clinical Nurse or a Clinical Site Manager.

How can I contact the Patient Experience Team (PET)?

You can:

• Call into the Patient Experience Team (PET) office
• Ask a member of staff to contact the Patient Experience Team (PET) for you
• Ask main reception
• Telephone or e-mail

Patient Experience Team (PET) at the University Hospital of North Tees

Telephone: 01642 624719

Freephone: 0800 092 0084

E-mail: [email protected]

Talking to you on the telephone:

Or send a letter to the:

Patient Experience Team (PET)
Address:
North Tees and Hartlepool Hospital NHS Foundation Trust
University Hospital of North Tees
Hardwick
Stockton-On-Tees
TS19 8PE

The Patient Experience Team (PET) will send you a letter or email to tell you they have asked someone to get in touch with you to talk about your problem.

You may be asked if you would like a meeting with you and your support worker and someone from the hospital to talk about your problem.

OR

You may be asked if you would like answers to your problem in a letter. 

The Independent Complaints Advocacy Services (ICAS) can also help you to make a complaint.

Stockton / Billingham area:
Stockton ICA (SICA)
FREEPOST RTCZ-YTAY-RYYA
Catalyst House
27 Yarm Road
Stockton-On-Tees
TS18 3NJ
Telephone: 0800 304 7538
Email: [email protected]

Middlesbrough, Redcar & Cleveland, Hartlepool area:
Telephone: 0300 303 8037
Email: [email protected]
Website: www.wearepeoplefirst.co.uk

Darlington, Durham, Newcastle, North & South Tyneside area:
North East Independent Complaints
Advocacy Service (ICAS)
Aidan House
Sunderland Road
Gateshead
Telephone: 0808 802 3000
Email: [email protected]

If you are still not happy after you have had a complaint meeting or letter you can write to the Parliamentary and Health Service Ombudsmen.

Millbank Tower
Millbank
London
SW1P 4QP
Helpline: 0345 015 4033
E-mail: [email protected]
Website: www.ombudsman.org.uk

Your treatment or care will not suffer if you make a complaint.

Information about your complaint will be kept separate from your healthcare records.

Comments, concerns, compliments or complaints

Patient Experience Team (PET)

We are continually trying to improve the services we provide. We want to know what we’re doing well or if there’s anything which we can improve, that’s why the Patient Experience Team (PET) is here to help. Our Patient Experience Team is here to try to resolve your concerns as quickly as possible. The office is based on the ground floor at the University Hospital of North Tees if you wish to discuss concerns in person. If you would like to contact or request a copy of our PET leaflet, please contact:

Telephone: 01642 624719

Freephone: 0800 092 0084

Opening hours: Monday to Friday, 9:30am to 4:00pm

Email: [email protected]

Out of hours

Out of hours if you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will bleep the appropriate person.

Telephone: 01642 617617

Data protection and use of patient information

The Trust has developed Data Protection policies in accordance with Data Protection Legislation (UK General Data Protection Regulations and Data Protection Act 2018) and the Freedom of Information Act 2000. All of our staff respect these policies and confidentiality is adhered to at all times. If you require further information on how we process your information please see our Privacy Notices.

Telephone: 01642 383551

Email: [email protected]

Leaflet feedback

This leaflet has been produced in partnership with patients and carers. All patient leaflets are regularly reviewed, and any suggestions you have as to how it may be improved are extremely valuable. Please write to the Clinical Governance team, North Tees and Hartlepool NHS Foundation Trust, University Hospital of North Tees, TS19 8PE or:

Email: [email protected]