The North East NHS Independent The PALS team covers community services Complaints Advocacy (ICA), Cloverleaf provided in Hambleton, Richmondshire, Advocacy, or the Citizens Advice Bureau Middlesbrough and Redcar and Cleveland (CAB) can provide independent advice area along with: and generally support you with your complaint. • The James Cook University Hospital, Middlesbrough They can be contacted on: • Friarage Hospital, Northallerton North East NHS ICA • Redcar Primary Care Hospital email: [email protected] • Guisborough Primary Care Hospital Patient Advice and telephone: 0808 802 3000 or visit: • Carter Bequest Hospital, Middlesbrough www.nenhscomplaintsadvocacy.co.uk • East Cleveland Primary Care Hospital, Liaison Service (PALS) Brotton North Yorkshire NHS Complaints • The Rutson Rehabilitation Unit, Patient Information Advocacy Service (Cloverleaf) Northallerton email: helpwithnhscomplaints@ • Friary Community Hospital, Richmond We cloverleafadvocacy.co.uk • Lambert Memorial Community Hospital, want to hear telephone: 0300 012 4212 or visit: Thirsk www.helpwithnhscomplaintsnorthyorks. • Marske Medical Practice your compliments, org • Resolution Health Centre, comments, concerns CAB Middlesbrough or complaints ... You can search for your local CAB at: ... we are here www.citizensadvice.org.uk If you require any assistance with this to help leaflet or if you have any particular needs which prevent you from raising your Confidentiality views, please contact the PALS Team. We want to take action that will help prevent similar problems occurring in the Author: Patient Relations Department future and improve the standards of care The James Cook University Hospital we provide by listening to your views. Marton Road, Middlesbrough, TS4 3BW. Tel: 01642 850850 Making a comment or raising a concern or complaint should not affect the Friarage Hospital, Bullamoor Rd, Northallerton, treatment or care provided, and details North Yorkshire, DL6 1JG. Tel: 01609 779911 relating to your concerns or complaint Version 4, will not be held on the patient’s Issue Date: March 2014, healthcare records. Revision Date: March 2016 MICB1735 South Tees Hospitals NHS Alternatively, main reception staff within Formal complaints Foundation Trust aims the hospitals will contact PALS for you. Alternatively, if you wish to make a to provide the best The PALS If you wish to comment or raise a concern formal complaint, this should be made in possible care for team is based at on behalf of a relative or friend we will writing, or by email and sent to: people who use The James Cook need their consent in order to respond to our services, and University Hospital you about the matter raised. Consent can Patient Relations Department we value the views and can be contacted be given verbally by the patient. South Tees Hospitals NHS Foundation of patients, their Monday to Friday Trust families and carers. The James Cook University Hospital between 9.00am PALS can ... and 5.00pm Marton Road Compliments • Listen to your compliments, Middlesbrough comments, concerns or complaints We hope the care and TS4 3BW • Try to resolve issues as quickly as support you have received has met your email: [email protected] needs and we would be delighted to possible receive your views. These can be sent • Liaise with relevant ward / department If you wish to make a formal written direct to the ward or department staff, staff on your behalf complaint and you are not the patient, PALS, or to the chief executive. • Arrange contact with the right person their consent will also be required in to help writing. Comments / concerns • If requested, deal with your enquiry anonymously, where possible Please ensure your correspondence clearly We recognise there may be times when outlines the issues you would like to be • Support you in meeting with staff to you are not satisfied with the service investigated and specific questions to be discuss your concerns you have received. If you wish to make answered. It would be helpful for you to • Provide contact details for PALS / comments or raise concerns in the first provide your telephone contact details. instance you can speak to the ward / complaints services in other department staff or alternatively, you can organisations All formal complaints will be Telephone: ask to speak with the manager or clinical • Advise how you can acknowledged within three working 0800 0282451 matron. become involved in days of receipt, and following a full reviewing, developing Email: investigation you will receive a written The staff may not be able to assist you at and planning trust [email protected] response from the chief executive. that time, however, they will look into services Text: your comments / concerns and get back Further details of the ‘health and social • Discuss the formal 07799 893806 to you as soon as possible. care NHS complaints procedure’ are complaints procedure If you feel unable to speak directly to the available in a separate leaflet which can staff involved, you may wish to contact Please note calls made to be obtained from PALS. the PALS team who will try to help. PALS or to the patient relations department may be recorded for training and monitoring purposes.