Complaints, Compliments and Comments
As an organisation, we work hard to make sure our patients are treated fairly and with respect and we want to hear about any aspects of the services our patients experience.
There may be times when things go wrong or you are dissatisfied with the service we provide.
If you raise a complaint:
- Our staff will listen to you to make sure they understand the issue(s).
- Will ask what you would like to happen to put things right.
- Will explain what happened.
- Will give an open and meaningful apology if appropriate.
- Will carry out actions to put things right themselves if they can (or with the support of others).
- Will explain why, if they can’t and,
- If something has gone wrong will capture any learning to share with colleagues and improve services for others.
If you require support when making a complaint details of our local Independent Advocacy Services can be found on the right, below the web form.
Please note, calls with staff in our Patient Experience Team are recorded for the purpose of responding to complaints and to help protect employees from abusive or nuisance calls.
You can read our Complaints, Compliments and Comments booklet by clicking on the image below.
An easy read version of the booklet can be found here:
How to raise a concern
You can contact us by filling in the form on the right hand side of this page, or by letter, telephone, or in person.
You may wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) provides:
- Help to sort out problems quickly on your behalf and listen to your concerns, suggestions or queries.
- Confidential advice and support to patients, their families and carers.
- Information on NHS services.
If you are not satisfied
The Trust will endeavour to resolve all issues at a local level, however, in the event that you are not satisfied with our response to your complaint, you have the right to contact the Parliamentary and Health Service Ombudsman (full contact set out on the right). We will adhere to the principles of good administration set out by the Parliamentary and Health Service Ombudsman.
You may also wish to contact your local Independent Complaints Advocacy Service (ICAS). ICAS supports patients and their carers who wish to pursue a complaint about any NHS treatment or care. Information about how to contact your local ICAS is on the right hand side of this page.
If you have concerns regarding any of the services provided by the Trust you can contact the Care Quality Commission on telephone number 03000 616161 or email firstname.lastname@example.org. Further information about the Care Quality Commission is available at www.cqc.org.uk .
Any contact with the Patient Experience Team will not adversely affect the service provided by Trust and any person raising a concern will not be treated differently.
Frequently Asked Questions
Please click on the link here for a list of frequently asked questions
Annual patient experience report 2019-20
Click here to read the full annual report for 2019-20 on patient experience.
Make a complaint or compliment/appreciation:
North East Ambulance Service HQ
Newcastle upon Tyne
Tel: 0191 430 2000
Patient Advice and Liaison Service (PALS)
Tel: 0800 032 0202
Text: 07815 500 015
Independent Complaints Advocacy Service (ICAS)
Tel: 0808 802 3000
For the Northumberland area, contact the Independent Complaints Advocacy Northumberland (ICAN) at:
Independent Complaints Advocacy Northumberland (ICAN)
Tel: 01434 600599
The Parliamentary and Health Service Ombudsman
Tel: 0845 015 4033