Making a complaint to NECS
We welcome feedback about NHS services, both positive and negative. If you are unhappy with the treatment or service that you, a relative or someone you care for has received from your local NHS, you have the right to make a complaint and have it looked into, and to get a response.
Our Complaints Team manages complaints about NECS and also supports the North East and North Cumbria Integrated Care Board (NENC ICB) with the management of complaints and concerns.
How we will manage your information
NECS will retain personal information for the purposes of a complaint investigation only. To help us make improvements to the services you receive, anonymised information about your complaint may be shared as part of our reporting process. Should you have any concerns about these arrangements please contact us.
Where do I send my complaint?
A service provided by NECS
If you have a complaint, concern or compliment about a service provided by NECS, please contact:
Email: necsu.complaints@nhs.net
Tel: 0191 374 4218
Post: Complaints Team, North of England Commissioning Support Unit, John Snow House, University Science Park, Durham, DH1 3YG
The commissioning of a service by the NENC ICB
If you have a complaint, concern or compliment about the way an NHS service has been planned and commissioned by the ICB, or you have been directly affected by a decision relating to commissioning decisions made by the ICB, please contact:
Email: necsu.complaints@nhs.net
Tel: 0191 374 4218
Post: Complaints Team, North of England Commissioning Support Unit, John Snow House, University Science Park, Durham, DH1 3YG
A funding decision made by the ICB
Complaints relating to funding decisions made by the ICB are not routinely handled via the complaints process. However, the Complaints Team can provide advice on the relevant appeals processes to follow and can be contacted as above.
A service provided by a GP practice, dentist, pharmacist or optometrist
If you have a concern, complaint or compliment about a doctor (GP), dentist, pharmacy or optometrist, please contact the provider directly in the first instance. If you would prefer not to approach the provider about the complaint, then please contact the ICB as below, but please note that the ICB will still need to contact the provider to investigate your complaint.
Email: necsu.pccomplaints@nhs.net
Tel: 0191 512 8277
Post: Primary Care Complaints Team, North East and North Cumbria ICB, Riverside House, Goldcrest Way, Newburn Riverside Business Park, Newcastle upon Tyne, NE15 8NY
For help finding your nearest GP, dentist, pharmacist or optometrist, you can use the online search facility on the NHS UK website.
Other NHS services
If you have a concern, complaint or compliment about the provider of NHS services such as a hospital, mental health service, urgent care service, ambulance service or community service, please contact the provider directly in the first instance. If you would prefer not to approach the provider about the complaint, then please contact the ICB as below, but please note that the ICB will still need to contact the provider to investigate your complaint.
Email: necsu.complaints@nhs.net
Tel: 0191 374 4218
Post: Complaints Team, North of England Commissioning Support Unit, John Snow House, University Science Park, Durham, DH1 3YG
How will my complaint be handled?
We aim to make sure all complaints are handled well and that appropriate action is taken to the complainant’s satisfaction. You can make your complaint in writing, by email, via a complaint form or verbally. If you make your complaint verbally, you will be asked to sign and return a written record to ensure that you agree with the contents.
Your complaint will be acknowledged within three working days of receipt and fully investigated in a manner that is fair both to you and the staff involved. If failings are identified during the investigation, these will help us to improve the quality of local health services. You will receive a written response to your complaint which will include information on the service improvements we have identified.
To find out more about the NHS complaints procedure please visit the NHS Choices website complaints page. The complaints information leaflet also provides information about the complaints process.
Face to face meetings can be arranged by appointment with the Complaints Team.
The care that you or your family receive will not be compromised as a result of raising a complaint/concern.
Information about complaints is available in other languages and formats upon request.
Should I complain to the provider or commissioner of an NHS service?
In the majority of cases, complaints about the care you have received can be handled by the provider of that care. However, you are also entitled to complain to the commissioner of these services if that is your preference.
Complaining to the commissioner may be the right option if you are not comfortable complaining directly to your healthcare provider. However, the healthcare provider will normally be given the opportunity to investigate and respond to your complaint directly. In cases where the NENC ICB is the commissioner, the provider will be asked to share a copy of the complaint response with the ICB for monitoring purposes.
Please note, if you have already complained to your healthcare provider, the commissioner will not be able to re-investigate the same concerns. If you remain unhappy following a response to your complaint, you should contact either your healthcare provider or the Parliamentary and Health Services Ombudsman (PHSO), see below for more information about the PHSO.
Frequently Asked Questions
Can my issue be resolved without formally complaining?
You can raise your concerns immediately by speaking to the provider of care involved. This might give you the response you require without having to take the matter further.
You can also contact the Patient Advice and Liaison Service (PALS) who provide a range of advice and guidance and can help to resolve concerns or problems about services and providing advice on the complaints process. More information about PALS is available here – What is PALS (Patient Advice and Liaison Service)? – NHS (www.nhs.uk)
Who can complain?
Anyone can complain about NHS services or treatment they have received or if they have been affected by the actions or decisions of an NHS organisation or primary care provider (such as a GP practice, dentist, optometrist, or pharmacy). If you are unable to complain yourself, someone can act on your behalf with your consent.
When should I make a complaint?
A complaint should be made within 12 months from the date the issue occurred or when it came to your attention. Extenuating circumstances will be taken into consideration.
What happens if my complaint involves a number of organisations?
If your complaint involves more than one NHS organisation or the NHS and social care (provided by the local authority), you can make your complaint to just one of the organisations involved and they will liaise with the other organisations and arrange for you to receive a single, coordinated response.
Who can help me make a complaint?
Independent Complaints Advocacy (ICA) services can guide and support you through the complaints process. They can help you put your complaint in writing and attend meetings with you; however, the ICA Team does not investigate complaints.
For residents of County Durham, Darlington, Hartlepool, Middlesbrough, Newcastle upon Tyne, North Tyneside, Redcar & Cleveland, and South Tyneside, you can contact:
Carers Federation
Telephone: 0808 802 3000
Email: ica@carersfederation.co.uk
The following local authority areas have separate advocacy services:
North Cumbria (Cumberland and the Eden district of Westmorland & Furness)
Best Life Advocacy
Telephone: 0300 303 8037
Email: admin@peoplefirstcumbria.co.uk
Gateshead
Your Voice Counts
Tel: 0800 048 7856
Email: nhsadvocacy@yvc.org.uk
Northumberland
Healthwatch Northumberland
Telephone: 03332 408468
Email: info@healthwatchnorthumberland.co.uk
Stockton-on-Tees
Stockton ICA
Telephone: 0808 1729553
Email: sica@pcp.uk.net
Sunderland
Voiceability
Telephone: 0300 3031660
Email: helpline@voiceability.org
What happens if I am unhappy with the response?
If you remain unhappy with how your complaint has been handled following the conclusion of local resolution, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. You can contact the PHSO at the address below:
PHSO
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
What is the role of Healthwatch?
Healthwatch is an organisation set up to get your opinion and find out what matters to you to help make sure your views shape the support you need. Local Healthwatch provides information about access to services and choices available to help people by taking more control of their own health, treatment and care.
For more information go to your local Healthwatch website.
For general enquiries call 03000 683 000