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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.

We also welcome comments and compliments/appreciations about the services we provide. You will find some examples of recent compliments/appreciations here.

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.

 Complaints booklet 2015

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 enquiries@cqc.org.uk. 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.

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North East Ambulance Service HQ
Bernicia House
Newburn Riverside
Newcastle upon Tyne
NE15 8NY

Tel: 0191 430 2000

Independent Complaints Advocacy Service (ICAS)
Unit 312
Aidan House
Sunderland Road
Gateshead
NE8 3HU        

Tel: 0808 802 3000

For the Northumberland area, contact the Independent Complaints Advocacy Northumberland (ICAN) at:                

Independent Complaints Advocacy Northumberland (ICAN)  
Adapt (NE)
Hexham
Northumberland
NE46 3HN

Tel: 01434 600599

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0845 015 4033
Email:phso.enquiries@ombudsman.org.uk   

Copyright 2011 North East Ambulance Service Trust

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