Family, partners and friends often give important help to people who use our services. We call these people carers. The Trust is committed to the pledges in this Carer Promise.
- You will be recognised, valued and involved.
- We will work together with you to ensure we are all aware of your needs as a carer.
- We will listen to you, share information with you and be honest with you when there is information we cannot share.
- We will talk with you about where you can get further help and information and what you can expect from us.
Family, partners and friends often give important help to people who use our services. We call these people carers.
A carer is someone who looks after another person. This is often a family member or friend. The person may need help because of illness, disability, mental health problems or addiction.
Caring for someone could include helping with:
- Cooking
- Phone calls
- Personal care
- Getting to appointments
- Emotional support
- Medication
We will work with you and involve you.
We want to hear from you because you know the person you care for well. Your knowledge can help us give better care.
Carers are very important. Your support helps us give people hope, treatment and care.
We know carers may also need help and support.
We will:
- offer you a Carer Card. This helps staff know you are a carer. Please ask a member of staff for more information.
- ask how you want to be involved in the person’s care.
- give you time to talk about any problems you have as a carer.
A member of staff will speak with you within a few days of your first contact with our services. We will listen to you and ask questions. This helps us understand what support you need as a carer.
Please tell staff about any worries you have. We will try to help and support you in your caring role.
We know other things in your life may affect you too.
- Other caring responsibilities
- Own health
- Education or training
- Work commitments
- Finance
Confidentiality means keeping someone’s personal information private. It should not stop us listening to you. Sometimes the person you care for may not want us to share information. We must respect their wishes.
Staff will still try to give you as much information as they can to help you care for the person. We call this common sense confidentiality.
When we share information, we will think about:
- the person’s wishes, safety and privacy
- legal documents
- possible risks
- what the person wants
- privacy for carers and service users
Even if the person does not agree to share information, we can still listen to your worries. We can also share general information about:
- the service
- the diagnosis and what it may mean
- how to support the person, especially in a crisis
- medicines and possible side effects
- local and national support contact
Carers UK
Advice line: 0808 808 7777, 9am to 6pm, Monday to Friday
Email: advice
Website: www.
Gives information on your rights and how to get help.
Pharmacy Medicines Information Helpline
Phone: 0191 245 6604, 9am to 5pm, Monday to Friday
Patients, carers and family members can call with questions about medicines. A specialist pharmacist will answer your questions.
Mental health self help guides
Website: www.
Free self help guides covering topics such as depression and low mood, anger, stress and anxiety. They explain what may cause these feelings. They also give you simple tools to help you cope. The guides for are free. They are also available in audio, Easy Read and British Sign Language (BSL).
Helpful carers resources
Website: www.
Visit the website or ask staff for information for carers:
- Carer Card
- Caring for someone? Preparing for conversations with the care team
- Useful contacts for carers
- Mummy is poorly
- Mummy is a hero
The Triangle of Care was launched in 2010 to highlight the need for service users, carers and staff to work together in partnership.
The six key Principles outlined in the Triangle of Care underpin the Carer Promise. These are:
- Carers and the essential role they play are identified at first contact, or as soon as possible thereafter
- Staff are ‘carer aware’ and trained in carer engagement strategies
- Policy and practice protocols regarding confidentiality and sharing information are in place
- Defined post(s) responsible for carers are in place
- A carer introduction to the service and staff is available, with a relevant range of information across the care pathway
- A range of carer support services is available along with a self-assessment tool
For further information, you can read the Trust's Triangle of Care annual report available at www.
Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW) has received a two star award for Triangle of Care. The award recognises the Trust’s commitment to ensuring all staff adopt good practice when working with carers and families.
You can talk to a staff member or use the contacts listed below. See other ways to give feedback.
Your Voice
You can use this email to tell us what you think about your care. This can be good or bad. You can also ask us to tell you what happens after you send feedback.
Email: yourvoice
Comments and complaints
If something went wrong, please tell us. This will help us improve services.
Email: complaints
Telephone: 0191 245 6672
Write to: Complaints Department, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust, St Nicholas Hospital, Gosforth, Newcastle upon Tyne, NE3 3XT.
Patient Advice and Liaison Service (PALS)
PALS offer a free, confidential service. They can help if you are worried about your care. They support patients, families and carers.
PALS North of Tyne
(services in Newcastle, North Tyneside, Northumberland and North Cumbria)
Email: pals
Telephone: 0800 032 0202
PALS South of Tyne
(services in Sunderland, Gateshead, South Tyneside and Lotus Ward, Middlesbrough)
Email: pals
Telephone: 0800 328 4397
There are a few ways for carers to get involved:
Care Group Reference Groups
Care Group Reference Groups bring together people who use our services, carers, staff and people from other organisations. Members talk about their experiences and share ideas. They help us make decisions and improve services across CNTW. The groups meet every three months. They are part of the Trust’s Lived Experience Network (LEN).
There are five Care Group Reference Groups you can join:
- Community Adult Mental Health Reference Group
- Inpatient Adult Mental Health Reference Group
- Secure Care Services Reference Group
- Children and Young People’s Services (CYPS) Reference Group
- Neurological and Specialist Services Reference Group
Phone 01670 501 816
Email: ReferenceGroup
The Involvement Bank
Provides opportunities for service users and carers with recent lived experience to be involved in a range of service development opportunities including recruitment and training of staff.
Phone: 01670 501 816
Email: involvement
Voluntary Services
Volunteers take part in a wide range of non-clinical activities across the Trust. They complement the work of staff to enhance the experience of our patients and carers.
Phone: 0191 246 7287
Email: volunteer
Our promise to carers was co-designed by carers and staff linked to Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
You can get more information about this leaflet from the Patient Information Centre. This includes how the leaflet was made. We can provide this leaflet in other formats. These include Braille, audio, large print, Easy Read, British Sign Language, and other languages.
We welcome your feedback about this leaflet. You can email pic
Published by the Patient Information Centre
2026 Copyright: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/740/1026 October 2026 V6
Review date 2029
Website: www.