Frequently asked questions

Yes. You can make a complaint on behalf of someone else. In most cases, we will need the patient's consent before we can discuss their care or share information with you. Please see the electronic consent forms on this page.

If the patient is unable to provide consent for any reason, there are legal processes that must be followed before we can share information with you. This may involve advice from the Trust's Caldicott Guardian, who helps ensure patient information is handled appropriately and confidentially. These additional steps can take a little longer, but the Patient Experience Team will guide and support you throughout the process

Complaints should normally be received within 12 months of the event you are raising concerns about, or within 12 months of becoming aware that there may be an issue.

In exceptional circumstances, we may consider complaints made outside of this timeframe if there is a good reason for the delay and it remains possible to investigate fairly and effectively.

When we receive your complaint, we will acknowledge it within three working days.

Where possible, we will try to resolve concerns quickly through an early resolution process, usually within 10 days.

If a complaint investigation is required:

• An Investigating Officer will be appointed.
• They will contact you to discuss your concerns and understand the outcomes you are seeking.
• They will explain the investigation process and expected timescales.
• They will keep you updated throughout the investigation.

We aim to provide a final response within 60 days, although more complex investigations may take longer. If this happens, we will keep you informed and agree revised timescales with you.

The Patient Safety and Experience Team manage and oversee the complaints process, ensuring your concerns are acknowledged, allocated appropriately, and responded to within agreed standards.

Most complaints are investigated by an Investigating Officer from the area, department, or service responsible for the care or treatment you have raised concerns about. This is because staff within that service are best placed to review the care provided, examine clinical records, speak with the staff involved and identify any learning or improvements required.

Where appropriate, investigations may involve staff from other departments, senior clinicians, or subject matter experts to ensure all relevant information is considered.

The Patient Safety and Experience Team does not provide an independent clinical review of care. Their role is to support complainants, oversee the complaints process and help ensure that investigations are conducted appropriately and responses address the concerns raised.

The investigation response is subject to managerial and executive review before it is issued.

No. You will not be disadvantaged or treated less favourably because you have made a complaint. We welcome feedback and see complaints as an opportunity to learn and improve. Raising a concern may result in positive changes to your care, communication, or experience, but it will never adversely affect the care or treatment you receive.

No. Information relating to a complaint is held separately from your medical records. However, concerns raised and resolved directly within a ward or department may be documented as part of your care record where appropriate.

Yes. You can receive support from the Patient Safety and Experience Team throughout the complaints process. If you would prefer independent support, you can contact Northeast Independent Complaints Advocacy (ICA) by telephone: 0808 802 3000 (freephone). Independent advocates can provide free, confidential support and advice to people wishing to complain about NHS services.

Further information can also be found on the NHS Resolutions website. NHS Resolutions provide expertise to the NHS on resolving concerns and disputes fairly and can provide information.

Yes. We are committed to making our complaints process accessible to everyone. We can arrange:

• Interpreting services
• Translation support
• British Sign Language support
• Reasonable adjustments for people with disabilities
• Additional support for people with learning disabilities or other communication needs

Please let us know if you require any support when contacting us.

We see complaints as an opportunity to learn and improve. Our response will explain any lessons identified and any actions being taken as a result of your concerns. We monitor these actions to ensure improvements are implemented and learning is shared across our services.

Information relating to your complaint will be treated confidentially and only shared with those involved in investigating or reviewing your concerns.

In some circumstances, information may be shared where there is a legal obligation to do so or where another organisation is involved in investigating the issues you have raised. For further information about how we use and protect your information, please read our Privacy Policy.

The NHS complaints process is designed to investigate concerns, provide explanations, identify learning, and improve services. It is not primarily intended to award compensation.

If your concerns involve potential clinical negligence or you require independent advice regarding a compensation claim, you may wish to contact Action against Medical Accidents (AvMA) for guidance and support - more information is available via NHS Resolution.

If you remain dissatisfied after we have completed our local complaints process, you can ask the Public Service Ombudsman to review your complaint. The Ombudsman is independent of the NHS and can investigate complaints that have not been resolved locally. Find out more. 

If you feel your concerns have not been fully addressed, or that important issues have not been considered, please contact the Patient Safety and Experience Team. Your concerns will be reviewed and we will consider whether further investigation may be appropriate.