Patient Experience Team (PET)

We are here to help Patient Feedback:

• Compliments
• Comments
• Patient Stories
• Friends and Family Feedback
• Complaints

Help us to get better at what we do.

We welcome patient feedback such as compliments, comments, patient stories, Friends and Family Feedback and complaints as this enables us to improve our services.

How can the Patient Experience Team (PET) help you?

If you have a compliment, patient story or would like to leave a comment the Patient Experience Team will listen and document this.  We share compliments and patient stories in meetings. Patient stories help us to understand what it is like to be a patient.  You may be asked if you would like to come into the Trust to tell us about your story and are happy to have this recorded (this is just a chat with one of our PET team), so it can be shared in your own words in some meetings.

#LetsMakeComplaintsCount

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 know sometimes we do not always get things right. That is why we take complaints very seriously and welcome feedback to help us improve our services.  We will make time to listen to you and act on what you say.

If you are in hospital or still under our care, in the first instance, please speak to the ward or department staff, or you can ask to speak to the ward matron or person in charge as they are probably the best person to give you the information you need.

It may not be possible for staff to help you at the time as the wards and departments can be very busy caring for patients.  However, they will look into your comments or concerns and get back to you as soon as possible.

If you do not feel comfortable speaking to staff on the ward or department you may wish to contact the Patient Experience Team.

When things have not gone well and you want to make a complaint about your care, with your permission, we will add your complaint to our system and tell you about the different ways we can resolve it for you.  This is by:

• Sharing the information with staff who were involved in your care and ask them to telephone or email you.  This is a quick way to get information or have a discussion when your complaint is not complicated.

• Sharing the information and asking the Patient Safety Team to telephone you to talk about your complaint and decide if you would like a meeting or a letter with the findings of the investigation.

Complaints must be made within 12 months of the event, or as soon as you become aware, you have cause to complain. All complaints received will be acknowledged within 3 working days.

Unfortunately, we understand that there may be times when we are not able to resolve a complaint fully, and we will then let you know that you can contact the Parliamentary and Health Service Ombudsman (PHSO) to ask for an independent investigation.

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 their permission to allow the Trust to respond directly to you. 

If they are unable to give permission, or if they have died, a legally appropriate representative can make the complaint on their behalf and we will send the documents to you to complete.

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 and only shared with the staff who have the information needed to respond to your complaint. 

Information about your complaint is kept separate from your healthcare record.

Help from an independent person when making a complaint:

If you would like free, confidential and independent support and advice when making a complaint please contact the Independent Complaints Advocacy (ICA) Services or We Are People First Organisation – details are located at the back of this leaflet.

Friends and Family Test Feedback

The Trust has collected this valued feedback from our patients and their relatives or carers for many years. It is important that we use your experience to improve our services for the communities and populations we serve.

The Friends and Family survey gives you a great opportunity to comment on your care.

After your appointment or stay with us, you will receive a text with a link to a brief online survey with the opportunity to offer your honest feedback. To opt out of this service, please contact the Patient Experience Team.

Alternatively, if you prefer there are paper forms available in all wards and departments in the Trust for you to complete and leave with ward staff or deliver to the PET office.

Where is the Patient Experience Team (PET) office?

The office is based at the University Hospital of North Tees.  It is located on the ground floor of the North Wing near the lifts. (See the diagram below). 

The Patient Experience Team is available to discuss your concerns in person (no appointment is needed), Monday to Friday, 9:30 a.m. to 4:00 p.m. in the PET office or on the telephone, Monday to Friday, 9:30 a.m. – 4:00 p.m. (During busy periods, there may be a short wait).

Contact Numbers

If you wish to contact us with a compliment, comment, patient story or complaint please contact:

North Tees and Hartlepool NHS Foundation Trust

Patient Experience Team

University Hospital of North Tees, Hardwick, Stockton-On-Tees, TS19 8PE

Telephone: 01642 624719, Freephone: 0800 092 0084, Monday to Friday, 9:30 a.m. to 4:00 p.m.

Messages can be left on the answering machine and will be picked up throughout the day, or by the next working day.

Email: [email protected]

If you have any urgent concerns out of hours and you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will put you in contact with the appropriate person:

Telephone: 01642 617617, 24 hours a day, 7 days a week

North Tees and Hartlepool NHS Foundation Trust is committed to providing you with high quality health services and the best care and treatment possible and we are always looking to improve our services by listening to our patients.

Independent Complaints Advocacy Services (ICA)

North East NHS ICA (covers Darlington, Durham, Newcastle, North & South Tyneside areas)

Aiden House, Sunderland Road, Gateshead, NE8 3HU

Telephone: 0808 802 3000, Monday to Friday, 9:00 a.m. to 5:00 p.m., Email: [email protected]

Stockton ICA (covers Stockton and Billingham)

Free post: RTCZ-YTAY-RYYA, Catalyst House, 27 Yarm Road, Stockton-On-Tees, TS18 3NJ

Telephone: 0800 304 7538, Email: [email protected], Website: www.healthwatchstocktonontees.co.uk/help-making-complaint-ICA

We are People First (covers Middlesbrough, Redcar & Cleveland and Hartlepool Areas)

Telephone: 0300 303 8037, Email: [email protected], Website: www.wearepeoplefirst.co.uk

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, 9:30 a.m. to 4:00 p.m.

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]