Leaflet 12 - Complaints and Compliments

It is important to let people know what you think about the service they provide. Compliments let people know when they are getting something right and we all know how nice it feels when someone shows their appreciation. Complaints can lead to an explanation and solution to your problem and ultimately improve the quality of the service.

There may be times when you want to complain about the service you have or have not received. For example:

• You feel that you have waited too long
  
• You are not satisfied with the quality of the work, treatment, advice or information given
  
• You feel unfairly treated because of your race, gender, age, disability or any other reason

Whenever possible try to deal with the problem at source by speaking directly to the person you have been dealing with or another member of staff, if more appropriate. If you are still unsatisfied, or would prefer to take it to someone who is not involved, most large organisations have written complaint procedures.

Gateshead Advocacy and Information Network
Advocacy is when a person or a group of people, speak up for themselves or others. It is about supporting and sometimes representing peoples needs, opinions and choices. Advocacy can help people become more aware of their own rights. It can help people to exercise those rights and be involved in, and influence, decisions that are being made about their future.

An Advocate will:

• Spend time with the person and get to know their views and wishes
  
• Express a person's views or wishes as if they were their own
  
• Take their side and speak and act on their behalf if necessary
  
• Ask questions, find information and challenge decisions where a person is not happy and has not been involved
  
• Inform a person of their rights and how to claim them

There are a number of advocacy projects in Gateshead, working with different groups of people: people with a learning disability, people with dementia, older people and people with mental ill health. For details of the project that can best suit your needs

Contact Gateshead Advocacy and Information Network
Tel 0191 478 3130

PALS - Patient Advice and Liaison Service
Fast, on-the-spot help and support designed to:

• Provide information about local health services
  
• Guide people to the support they need
  
• Help resolve minor problems quickly
  
• Inform people of the NHS complaints procedure
  
• Listen to your questions, suggestions, concerns and compliments

Drop-in to the PALS offices at:

• Main entrance, Queen Elizabeth Hospital, Sheriff Hill or
  
• Gateshead Primary Care Trust, Team View, 5th Avenue Business Park, Team

Valley Trading Estate
Tel 0800 953 0667

Access to your medical records
If you want to see your medical records, contact PALS who can explain the process.

ICAS - Independent Complaints Advocacy Service
Offer independent advocacy (when a person speaks up for themselves or for others) and support to people who want to make a formal complaint about their care or treatment by the NHS. ICAS replaces the service provided by the Community Health Council's. Can help by:

• Giving accessible information
  
• Giving assistance with writing letters, where required
  
• Giving advice about what to do next
  
• Provide a supporter or advocate at meetings or hearings
  
• Refer you to specialist help, if needed

Contact ICAS
Tel 0845 120 3732

Public Patient Involvement (PPI) Forums
PPI Forum members are champions for health and will make the views of patients and the public heard.

You can give your views about local health services and help to shape future services for your community.

Anyone can apply to join the PPI Forums. For further details

Contact Public Patients Involvement Forum
Tel 0845 120 7115

Gateshead Carers Association
If you require information and/or support to assist you in your caring role, or if you've had problems obtaining or using particular services, contact Gateshead Carers Association.

There are a number of groups in Gateshead that meet to discuss specific carer issues and have an input in the planning of services. To get involved, contact Gateshead Carers Association.

If you would like to make a comment, compliment or complaint about Gateshead Carers Association

Contact Chief Officer, Gateshead Carers Association, 11 Regent Terrace, Gateshead. NE8 1LU
Tel 0191 490 0121
Fax 0191 490 0128

Gateshead Community Based Services
Any comments, complaints, compliments or suggestions about Community Based Services and community care should be made to

Complaints Officer, Community Based Services, Gateshead Council, Civic Centre, Regent Street, Gateshead. NE8 1HH
Tel 0191 433 2407

Access to Social Services Records
If you want to see these records, contact your Social Worker or speak to the Duty Social Worker. (See Section 13 - Caring contacts) You will be assigned a Designated Officer who can help you to make a formal application. At present there is no charge for people wishing to access their Social Services records.

Gateshead Health NHS Trust
Telephone or write to

Complaints Manager, Gateshead Health NHS Trust, Trust Headquarters, Queen Elizabeth Hospital, Queen Elizabeth Avenue, Sheriff Hill, Gateshead. NE9 6SX
Tel 0191 403 6047 Fax 0191 482 6001

Gateshead Primary Care Trust (PCT)
Can help if

• You want to complain about a GP, dentist, pharmacist or optician but do not want to approach them directly
  
• You want to comment, complain or compliment any of the PCT's decisions or services
  
• You want to comment, complain or compliment any part of the NHS

Contact Complaints Manager, Gateshead Primary Care Trust, Team View, 5th Avenue Business Park, Team Valley Trading Estate, Gateshead. NE11 0NB
Tel 0191 491 5713

Residential care and nursing homes and home care agencies
If you are concerned about the quality of service being given

Contact National Care Standards Commission, Baltic House, Tyne Dock, South Shields. NE34 9PT
Tel 0191 497 4220

South of Tyne and Wearside Mental Health NHS Trust
If you are receiving, or have received, treatment or services from this Trust and wish to make a comment or complaint

Contact Chief Executive, Wellfield Mews, South of Tyne and Wearside Mental Health NHS Trust, Cherry Knowle Hospital, Ryhope, Sunderland. SL2 0NB
Tel 0191 565 6256

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