Make a complaint

Make a complaint

We want all patients, families and carers to have a positive experience when using our services.

If you are unhappy with any aspect of the care, treatment or service you have received, we encourage you to speak to a member of staff as soon as possible. This could be a nurse, doctor, ward manager, or another member of the team you feel comfortable speaking with.

Many concerns can be resolved quickly at the point they arise, helping to improve your experience and ensure any issues are addressed promptly.

If your concern cannot be resolved locally, or you are not satisfied with the outcome, you have the right to make a complaint. Your complaint will be investigated and you will receive a response explaining the findings and any actions taken.

We welcome feedback and complaints as an opportunity to understand when things have not gone as well as they should. Learning from patient experiences helps us to improve our services and enhance the care we provide to patients, families and carers.

Before making a complaint, you may find it helpful to read our Frequently Asked Questions, which explain the complaints process and provide guidance on raising a concern.

How to make a complaint

If you have been unable to resolve your concerns with the ward, department or service involved in your care, you have the right to make a complaint.

The quickest, most efficient way to submit a complaint is by completing our online complaint form available 24 hours a day. Using the form helps us receive all the information we need from the outset, allowing us to direct your complaint to the right team and begin investigating your concerns without delay.

If you cannot access the online form, you can contact the Patient Safety and Experience Team: 0300 1246025, Monday to Friday, from 10am to 4:30pm (calls are charged at a local rate). Calls may be queued during busy periods, or you may be invited to leave a voicemail. The phone line is closed outside of these hours and unfortunately, we are unable to accept voice messages out of hours.

Complaints can also be submitted by email: cddft.patientexperience@nhs.net or by letter to: Patient Safety and Experience Team, Darlington Memorial Hospital, Hollyhurst Road, Darlington, DL3 6HX. Please include your name, the name, date of birth and NHS number of the person your concern relates to and the area, service or department involved (if this information is known).

Consent

If you are submitting a complaint online, we may require consent from you or the individual the complaint relates to. An electronic consent form is available below; completing this alongside the complaint form is welcomed.