Compliments
Patient surveys
Patient stories
Ideas on how we can improve
Concerns
Complaints
Bring forward appointments, this is based on clinical need and you can discuss this with your GP.
Give detailed medical information or medical diagnosis.
Change a medical decision.
Offer a counselling service; however, we can help to signpost you to an appropriate counselling service.
Deal with lost property – this is dealt with by the ward or department where the property was last located.
Compliments
Getting a compliment to the clinical staff involved with your care, helps our staff know when they have got things right and helps staff morale.
Patient surveys
We have a number of patient surveys in the Trust. These surveys provide real-time feedback. There are various ways in which you can complete these.
Please ask a member of staff for further information.
If you would like to tell us about a recent stay or attendance, good or bad, please visit the south tees website or contact the Patient Experience Team for advice and support.
The feedback gained from the patient experience surveys helps the staff providing the care to improve their services for patients in real-time.
Patient stories
We actively seek patient stories of their experience of care, which are shared with our staff and Trust Board. We are happy to support patients, relatives and carers who wish to do this.
We work hard to ensure every patient has a positive experience and receives the highest standard of care when using our hospitals and community services. However, we recognise there may be times when you are not satisfied with the service and you may wish to make comments or raise concerns.
Concerns
It is very important to us that if a patient, relative or carer has a concern about the care or treatment they are receiving, it is dealt with timely.
In the first instance, please speak to the ward or department staff, or you can ask to speak to the ward manager or person in charge. It may not be possible for staff to help you at the time as the wards and departments can be very busy caring for patients. However, they will look into your comments or concern and get back to you as soon as possible.
If you do not feel comfortable speaking to staff on the ward or department you may wish to contact the Patient Experience Team or Patient Advice and Liaison Service (PALS) to discuss how you wish to do this.
Complaints
If ward or department staff have been unable to address your concern at that time you can submit this in writing for further investigation by the appropriate staff. Feedback can be received at a meeting or in a written response.
If you wish to speak to someone face to face you do not need an appointment; this is a drop in service. The Patient Experience Team or PALS office is based at The James Cook University Hospital. It is located on the ground floor at the North Entrance.
Contact Details
South Tees Hospitals NHS Foundation Trust
Patient Experience Team, The James Cook University Hospital
North Entrance, Marton Road, Middlesbrough, TS4 3BW
Email: [email protected]
Telephone: 01642 854807
Freephone: 0800 0282451
Monday to Friday, 9:00am to 4:00pm
Out of hours
If you have an urgent concern out of hours and you wish to speak to a senior member of staff, please contact the hospital switchboard who will contact the appropriate person.
Telephone: 01642 850850 – 24 hours a day, 7 days a week.
Independent Complaints Advocacy
For free, confidential and independent support you may wish to contact an Independent Complaints Advocacy (ICA) Service
North East NHS ICA (covers Middlesbrough, Redcar and Cleveland)
Aiden House, Sunderland Road, Gateshead, NE8 3HU
Monday – Friday, 9.00am – 5.00pm
Telephone: 0808 802 3000
Email: [email protected]
Visit the carers federation website
Cloverleaf Advocacy
Independent Health Complaints, Advocacy Service, Cloverleaf Advocacy,
5th Floor, Empire House, Wakefield Old Road, Dewsbury, West Yorkshire, WF12 8DJ
Monday – Friday, 9.00am – 5:00pm
Telephone: 0300 012 4212
Text Service: 07860 021502 (Incoming only)
Email: [email protected]
Visit the cloverleaf advocacy website
Healthwatch South Tees
(Operating name for Healthwatch Middlesbrough & Healthwatch Redcar and Cleveland)
We are an independent champion for people who use health and social care services and to make sure that those running services, put people at the heart of care – especially those who find it hardest to be heard.
We focus on ensuring that people’s experiences, queries and concerns about health and social care services are heard and we speak out on their behalf to inform service development and ensure they meet the needs of local people.
If you need any information and/or signposting, please contact us on:
Telephone: 0800 118 1691
Text only: 07451 288789
Email: [email protected]
For further information visit Healthwatch Middlesbrough or Healthwatch Redcar and Cleveland websites or follow us on Facebook and Twitter.
Regularly asked questions
“Can I make a complaint on behalf of a relative or a friend?”
Yes, anyone can make a complaint, but if it is about the care or treatment of another person you will need to have their consent to allow the Trust to respond directly to you.
“Will my care be affected if I make a complaint?”
No, please be assured your care will not be affected as a result of making a complaint. Any information you give will be treated in confidence and with sensitivity.
Information about your complaint is kept separate from your healthcare records.
“How do I make a complaint about a deceased relative or friend’s care?”
You can put your concerns in writing, however we may need to gain consent from the Executor of the Will to allow us to investigate your concern and respond directly to you.
Patient experience
South Tees Hospitals NHS Foundation Trust would like your feedback. If you wish to share your experience about your care and treatment or on behalf of a patient, please contact the Patient Experience Team who will advise you on how best to do this.
This service is based at The James Cook University Hospital but also covers the Friarage Hospital in Northallerton, our community hospital wards and community health services.
To ensure we meet your communication needs please inform the Patient Experience Department of any special requirements, for example; braille or large print.
T: 01642 835964
E: [email protected]
