Comments and complaints

At Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust we try our best to provide the best service we possibly can.

Your comments and complaints are very important to us. It is vital we are made aware of when things have gone well, so we can promote examples of good practice. In any service, there is always scope for improvements. We would welcome any comments, suggestions or compliments you may have. We can then use your points to help improve our services.

Unfortunately, sometimes things can go wrong. It is equally important that we know about this. This is so we can try to put things right, and stop them from going wrong again in the future.

For more information about how we deal with complaints, you can take a look at our Complaints Policy. CNTW Trust staff looking to access policy documents can find them on the policies site on the intranet. For any non-Trust staff and/or members of the public, any external requests for Policy documents should be made by emailing [email protected]

Comments and complaints form

You can use this form to help you make a comment or complaint

Our Your Voice survey is another way you can tell us about care you have had from our staff.

If you feel you need to make a complaint or comment to the Trust, you can do so:

By post

Complaints Department
St. Nicholas Hospital
Newcastle upon Tyne

By email

[email protected]

By phone

Call us on 0191 245 6672

Please do not be afraid to say what you think. If you bring concerns to our attention it will not negatively affect your future treatment or care. The Trust aims to deal with problems openly, welcomes all comments and will do everything possible to put things right.

It is important that you raise a concern as soon as possible after the event has occurred. We will look into concerns that are made within 12 months of the event. We can also look into events that happened more than 12 months ago, if there are good reasons why you could not raise the matter earlier and if we think we are able still look into the circumstances properly.

The Trust complaints function is managed by the Clinical Risk and Investigations Team which forms part of the Safer Care Directorate.

The Trust’s complaint manager is Vicky Clark, Incident Complaint and Claims Manager who is supported by a team of administrative staff.

Have Your Say – Comments, Suggestions, Compliments or Complaints information leaflets

Have Your Say – Comments, Suggestions, Compliments or Complaints information leaflets – Easy Read