Formal complaints

If you wish to make a formal complaint as a patient, carer or family member, you should do this as quickly as possible.

The trust will usually only investigate a complaint submitted within a year of the event that is being complained about, or within a year of the complainant becoming aware of the issue they wish to complain about.

Patients, carers or family members wishing to make a formal complaint should put their complaint in writing by post or email to:

Post Email
Patient Relations Department                                                                     
The James Cook University Hospital
Marton Road
Middlesbrough
TS4 3BW
stees.patient.relations@nhs.net

Formal complaints can also be received verbally, in person or over the telephone. The patient relations department can also be contacted by telephone on 01642 854500.

Once your written complaint is received, the patient relations department acknowledge receipt of this in writing, and the complaint is then forwarded to the relevant divisions for the appropriate investigation to take place in line with the NHS complaints procedure.

There are no timescales in place for when a response will be sent to you. The centre leading the complaint investigation will maintain contact with you, and will provide you with updates regarding the progress of the investigation. They will also agree a date with you for when you will receive the written response.

To download information relating to making a formal complaint click on the icons below:

Making a complaint (492kb)
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Sample complaint letter (80kb)
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Consent

For a formal complaint, we require written consent from the patient if they are not the person making the complaint. Wherever possible, the patient should sign the complaint letter, however if this is not possible we can send you a consent form for the patient to complete and sign.

ICA

There is further independent support available from ICA (Independent Complaints Advocacy) for people who wish to make a formal complaint.

This service is free and is available to help guide complainants through the NHS complaints process.  It is completely confidential, and no private or personal information will be passed on to any other agency without the complainant’s or patient’s permission.

North East NHS Independent Complaints Advocacy

ICA can be contacted on freephone number 0808 8023000, or via their website carersfederation.co.uk/services/independent-complaints-advocacy.

Their leaflet explaining the service they provide can be downloaded below:

North East NHS Independent Complaints Advocacy leaflet (248kb)
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Stockton Independent Complaints Advocacy Service

Stockton ICA can be contacted on freephone number 0808 1729553, by email at SICA@pcp.uk.net, or via their website www.healthwatchstocktonontees.co.uk/sica

Their leaflet explaining the service they provide can be downloaded below:

Stockton ICA leaflet (438kb)
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North Yorkshire NHS Complaints Advocacy Service (Cloverleaf)

Cloverleaf Advocacy can be contacted on telephone number 01924 454875, by email at enquiries@cloverleaf-advocacy.co.uk, or via their website www.cloverleaf-advocacy.co.uk/ 

Cloverleaf advocacy leaflet (1.6mb)
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External trusts

Concerns regarding care and treatment provided by another NHS trust should be directed to the appropriate trust, for example:

  • North Tees and Hartlepool NHS Foundation Trust – 0800 092 0084 (North Tees) / 0800 015 3031 (Hartlepool)

Concerns about General Practitioners (GPs), dentists, opticians and pharmacists should be referred to the relevant practice manager in the first instance. If you remain unhappy you can contact NHS England for further support:

Concerns about mental health and learning disability services should be referred to:

  • North Yorkshire & York Community Services – 0800 068 8000
  • Tees, Esk and Wear Valley NHS Trust – 0800 052 0219

Concerns about ambulance services should be referred to:

  • North East Ambulance Service (NEAS) – 0191 430 2152
  • Yorkshire Ambulance Service (YAS) – 0845 122 0535