There will be times when we exceed your expectations and times when we fall below the high standards that we set ourselves. When this happens we want to know so we can feedback to our teams and let them know what they are doing really well and how we can improve in the future. All feedback is important to us, good and bad!
No-one likes a complaint, but it’s an important part of understanding where we have fallen short and what we can do to make sure the same thing doesn’t happen again. If you are unhappy about any area of the care or service that we provide, please let us know and we’ll be happy to look into it for you. You can get in touch in the following ways:
Advice and Complaints Service B Floor Sunderland Royal Hospital Kayll Road Sunderland SR4 7TP
Email: stsft.adviceandcomplaints@nhs.net
Telephone: 0191 569 9855 or Freephone 08005876513
Opening times: Monday-Friday 9:00am - 4:30pm
Additional Useful Contacts
We also have a drop-in service, Monday to Friday, 9:00am - 4:30pm at Sunderland Royal Hospital, situated on B Floor, opposite the lifts on the main concourse. An answer machine is available outside of these hours
If we haven’t managed to resolve your concerns and you wish to make a formal complaint, this should be put in writing as soon as possible after an incident has occurred. Normally there should be no more than 12 months between the incident and your complaint being raised. Please include your contact telephone number and highlight your main issues. If you are not the patient, then written consent will be required from the patient. If this is not possible, you may wish to discuss this with the Advice and Complaints Services Manager or Customer Services Manager who will be happy to provide advice and guidance to support your complaint.
Please address you letter to either: Mr K W Bremner Chief Executive South Tyneside and Sunderland NHS Foundation Trust Sunderland Royal Hospital Kayll Road Sunderland SR4 7TP
Or
All contacts to our Advice and Complaints Service are documented and held in accordance with data protection laws. Please be reassured that you will not be discriminated against if you raise a concern, you will continue to be treated and cared for with respect, dignity and compassion.
Once you’ve submitted your complaint you will receive an acknowledgement letter within 3 working days containing an information leaflet giving you details of our complaints procedure and other useful information. We will usually try to contact you to discuss your complaint so please provide us with a telephone number.
We aim to provide you with a final response within 20 working days of your letter being received. If this isn’t possible, you will be kept updated regarding the delay in writing.
We always try and resolve complaints as quickly and effectively as possible. Our Chief Executive will write to you when the complaint investigation is complete. However, if you would prefer, a meeting can be arranged for you to discuss your complaint face to face with members of Trust staff.
We’re quite a modest lot but hey, who doesn’t love a compliment. If someone in our team has gone above and beyond what you would expect, or you feel they just deserve a pat on the back, please let us know.
You can do this in the following ways:
