Elm House – Patient Information Leaflet

Information about your stay at Elm House. Elm House is a community based rehabilitation service, situated in Bensham, Gateshead. The service is for men and women over the age of 18 years, who live in the Gateshead area.

This leaflet may not be reproduced in whole or in part, without the permission of Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust

  • Introduction

    This leaflet provides you with information that you will find useful during your stay. If you are not sure about anything in this leaflet please ask a member of staff.

  • What is Elm House?

    Elm House is a community based rehabilitation service, situated in Bensham, Gateshead.

  • Who is it for?

    The service is for men and women over the age of 18 years, who live in the Gateshead area.

  • Why do I need to be here?

    To help you get better by looking at your recovery and lifestyle. The staff will help you to agree what you are working towards.

  • Arriving on Elm House

    When you arrive you will be welcomed by a member of the care team. They will explain what will happen during your stay and give you information. You will have time to settle in and have a look around your environment.

  • How long will I be here?

    The length of stay depends upon your personal needs. The care team will discuss this with you.

  • What sort of things can I do at Elm House?

    The activities will depend on what support you need for your recovery. Activities may include both social and recreational and will focus on developing new skills to manage your mental health.

  • Interpreters

    Staff can arrange an interpreter if you need one.

  • Travel information

    Contact Nexus Traveline: Tel: 0871 200 22 33

    Website: www.traveline.info/

  • Useful Contacts

    • PALS (Patient Advice and Liaison Service) Aims to advise and support patients, their families and carers and to help sort out problems on your behalf. Tel: 0800 328 4397 or 0191 441 6616
    • ICA (Independent Complaints Advocacy) Independent Complaints Advocacy (ICA) supports patients and their carers wishing to pursue a complaint about their NHS treatment or care. Tel: 0808 802 3000
    • IMCA Service (Independent Mental Capacity Advocate Service) Help vulnerable people who lack capacity who are facing important decisions made by the NHS and Local Authorities about serious medical treatment and changes of residence – for example, moving to a hospital or care home.
    Tel: 0191 510 5051 www.totalvoicesunderland.org

  • What if I have a comment, suggestion, compliment or complaint about the service?

    If you want to make a comment, suggestion, compliment or complaint you can:
    • talk to the people directly involved in your care
    • ask a member of staff for a feedback form, or complete a form on the Trust website www.cntw.nhs.uk (click on the ‘Contact Us’ tab)
    • telephone the Complaints Department 0191 245 6672
    • email [email protected] Please note that information sent to the Trust via email is sent at your own risk
    • We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention.
    You can provide feedback in the following ways:
    – the quickest way for you to do this is to complete our short online survey at
    – complete a Points of You survey, available from staff.

  • For further information contact

    Elm House
    31 Hillfield Street
    NE8 1QE
    Tel: 0191 490 2500

  • Other formats, references and review

    Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

    This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre
    Tel: 0191 246 7288

    Published by the Patient Information Centre
    2022 Copyright, Cumrbia, Northumberland, Tyne and Wear NHS Foundation Trust
    Ref, PIC/470/0122 January 2022 V6
    www.cntw.nhs.uk Tel: 0191 246 7288
    Review date 2025