A complaint can be made by a patient, or by someone acting on their behalf, with their consent. Complaints should normally be made within 12 months of the event, or of you becoming aware that you have something to complain about.The first stage of the NHS complaints procedureis 'local resolution'. If you wish to make a complaint. We will support patients, carers and relatives when raising a concern about services we provide. We will work in partnership with the professionals involved to aid a quick resolution.
Please write to:
Patient Experience Team
Appleton House
Lanchester Road Hospital Site
Durham
DH1 5XZ
Your complaint will be treated in strict confidence and we will:
If you are not satisfied with the Trust's response, you should contact the Patient Experience Team by telephone or in writing in the first instance to discuss the options for pursuing your complaint. We will be happy to discuss your outstanding concerns with you and, if appropriate, a Local Resolution Meeting or further written response could be arranged to try to resolve your complaint.
If you are still dissatisfied, you can refer your complaint to the Health Service Ombudsman to review your outstanding issues. Contact details as follows: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW10 4QP
Telephone helpline: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk
'I would like to thank all the staff for my treatment and their professionalism.'
Patient, Cardiology Department, Bishop Auckland Hospital