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FAQ's

Yes, however to protect your confidentiality we will need to ask you for your consent. We need this before we can access your records to investigate the complaint.

Yes, you can get support from the Independent Complaints Advocacy (ICA) or Healthwatch in Northumberland.

We treat this information in the strictest confidence and process it in line with the General Data Protection Regulations (GDPR).

Within 12 months of the incident happening or once you become aware of the matter being complained about.  If there is good reason for the complaint not being raised earlier and it may still be possible to investigate.

You have the right to make a complaint. For example, complaints must be kept confidential except in very exceptional cases if you are at risk of harm. You don’t have to put your complaint in writing, and you can talk it through with someone or get help to make a complaint if you prefer.

When this happens, the main organisation involved in your care will usually take the lead in investigating the complaint and responding. They will ask other organisations involved to look into the issues relating to their organisation and provide a response.

An Investigating Officer will be appointed to investigate your complaint.  Where appropriate, this person will keep you updated about the investigation progress and request any further information that may be required. 

If you still feel that your concerns have not been fully addressed, you can seek a review by the Parliamentary and Health Service Ombudsman who can carry out free, independent investigations into complaints about NHS services in England.

Complaints are acknowledged, either verbally or in writing, within three working days. We will discuss the handling of your complaint with you, how and when it is responded to and what you would ideally like to see happen.

When we write to you with the timeframe and method of response we have agreed with you, we will summarise the issues for investigation. If we have not been able to speak to you about your complaint, we will summarise the issues we have identified from your correspondence.

If you believe that your complaint is about a health practitioner’s fitness to practice or poses a serious potential risk to patient safety, then you have the right to take your complaint to the relevant professional regulator: