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.
Pausing the NHS complaints process
Due to the ongoing COVID19 pandemic there is "pause” of the NHS complaints process, initally for three months, to allow us to concentrate our efforts on front-line duties and responsiveness to COVID19. This means that:
- You are still able to raise a concern or make a complaint at this time, but we will be unable to meet the timescales for replying
- We will continue to acknowledge complaints, log them on the respective systems, triage them for any immediate issues of patient safety, practitioner performance or safeguarding and take immediate action where necessary. All complaints will then remain open until further notice, unless an informal resolution is achieved, or the complainant chooses to withdraw their complaint.
Please note that as of 26 March, the Parliamentary and Health Service Ombudsman has stopped accepting new NHS complaints and has stopped work on open cases.
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.
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.
Make a complaint or compliment/appreciation:
North East Ambulance Service HQ
Newcastle upon Tyne
Tel: 0191 430 2000
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