Elm House – Patient Information Leaflet

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.

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.

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

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.

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

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.

Staff can arrange an interpreter if you need one.

Contact Traveline: 0871 200 22 33
Website: www.traveline.info

South of Tyne 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. Telephone: 0800 328 4397

ICA (North East NHS Independent Complaints Advocacy)
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.
Telephone: 0800 048 7856
www.yvc.org.uk/imca

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
• telephone the Complaints Department Tel: 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 www.cntw.nhs.uk/yourvoice
• complete a Your Voice survey, available on wards, reception areas or from staff
• other options for sharing your feedback and experience www.cntw.nhs.uk/yourfeedback

Patient Advice and Liaison Service (PALS)
PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.

We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

South of Tyne
Tel: 0800 328 4397
Text: 07825 061 035
Email: [email protected]
Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB

9am – 4.30 pm, Monday to Friday
An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

Elm House
31 Hillfield Street
Bensham
Gateshead
NE8 1QE
Telephone: 0191 478 0608 or 0191 478 0609

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 on 0191 246 7288.

Published by the Patient Information Centre
2025 Copyright: Cumrbia, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/470/0225 February 2025 V7

Website: www.cntw.nhs.uk   Telephone: 0191 246 7288

Review date 2028