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If it matters to you. It matters to us...

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We are committed to providing you with a high quality health service and the best care and treatment possible. For this reason your feedback is extremely important to us so we know what we are doing right, and understand more about what we need to do to change things for the better.

Compliments and Comments

We are always delighted to receive positive comments about our staff and services and we use these to highlight where things are working well. If you are pleased with the care or treatment you have received, please let us know and we will pass on your compliments to the person or service concerned. If you have any comments please let us know – your feedback will help us to review and improve the services we provide.


Concerns

Sometimes, regrettably, things may not go as planned. Voicing your concerns allows us to learn from your experience and improve the service for future patients. If you, or a member of your family or a carer, wish to discuss any concerns you have about your treatment or care you should speak to the person in charge of your care so they can help to resolve the matter straight away. In hospital this will be the ward manager or modern matron. In the community this will be the health professional dealing with your treatment or their manager.

For information on how to make a complaint please click here.


Patient Advice and Liaison Service

If you would prefer to talk to someone who is not involved in your care or are unsure who to talk to, you can contact the Patient Advice and Liaison Service (PALS) on 0800 032 0202.

PALS provides confidential information, advice and support to patients, their families and carers. They will listen to your concerns, suggestions or queries and help to sort out problems quickly on your behalf.


Contact us

If you have any concerns please contact our Patient Services and Quality Improvement department on 0191 203 1340, or email them here, or use the online form here.


How your complaints improve patient care

We are always looking to improve the way we deliver patient care, and your feedback directly shapes these changes. Please see below for examples of how your complaints have directly resulted in improvements to our service.

Clinical support

  • Your feedback: “When attending for a biopsy, not enough information was given about the procedure.”
  • What we did: Created a new information leaflet outlining, in further detail, what the procedure entails and the associated risks

Surgery

  • Your feedback: “An appointment letter was sent through to a relative who had recently passed away.”
  • What we did: There can be a delay in the patient’s GP notifying the hospital of the death of a patient. The Inquest Team, for the Trust, will now notify the Data Quality team of any deaths they are notified of via the inquest process

Maternity

  • Your feedback: “I did not have a full understanding of gestational diabetes and was not aware of the severity of the condition.”
  • What we did: Produced a new leaflet to inform women of the risks of gestational diabetes during pregnancy and how this can impact them and their baby

Child health

  • Your feedback: “My child was distressed and upset while the healthcare professional was taking their bloods.”
  • What we did: Provided further education to our staff around distraction techniques when taking bloods to ensure the child is made to feel at ease

Community

  • Your feedback: “There was a lack of communication around visiting arrangements and about a loved one’s care during the COVID-19 pandemic.”
  • What we did: A notice board has been put in place displaying the relevant up to date information including changes in services due to COVID-19, allowing staff to share updates more easily with the family of patients

Medicine

  • Your feedback: “Lack of personal care during hospital admission.”
  • What we did: Devised a sticker which is being added to the daily care record which gives more detail about the level of care being offered to patients, such as showering, teeth cleaning and hair brushing to improve the recording of care provided and to assist in better communication with family members

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