Newcastle Laboratories

Complaints

If you are unhappy about the service you have received from us you have the right to make a complaint, have it investigated and receive a response. We very much take the view that when there has been cause for complaint, it is important for us to acknowledge this, to put things right quickly and to learn from the experience.
All complaints will be fully investigated by the Clinical Governance team.


How do I make a complaint?
You can make a complaint via a number of channels.
An informal complaint can be submitted using our feedback form.
A complaint can also be made via email to the appropriate Laboratory Manager, as detailed on the Contact Us page.

An official complaint to the Trust can be made verbally, in writing or electronically.
If you wish to make a verbal complaint, please telephone the Patient Relations Department on 0191 223 1382 or 0191 223 1454.

If you wish to complain in writing, you can write to:-

Chief Executive,
Newcastle Upon Tyne Hospitals NHS Foundation Trust, Headquarters
The Freeman Hospital,
High Heaton,
Newcastle Upon Tyne
NE7 7DN

To make a complaint electronically please send the details in an email to patient.relations@nuth.nhs.uk

 

When making a complaint it would be very helpful if you could provide us with as much information as possible in order for us to carry out a complete investigation.

Who can complain?
Anyone who has used the service we provide can make an informal complaint.

Official complaints can be made by anyone who is receiving or has received care in the Newcastle Hospitals. If the patient wishes, a relative or close friend can complain on their behalf but we must have written consent from the patient.

A person may act as a representative for someone if:
• the patient has died
• the patient is a child (under 18)
• the patient is unable to complain themselves because of a physical incapacity or lack of capacity within the meaning of the Mental Capacity Act 2005

How soon should I complain?
It is important to make the complaint as soon as possible after the event has occurred. We will normally only investigate those complaints that are either:
• Made not later than 12 months after the event, or :-
• Made within 12 months of you realising that you have something to complain about

The sooner you register your complaint the better so we can investigate the matter whilst it is still fresh in people’s minds.

What happens next?
Regardless of how you make a formal, or informal complaint, our response is always the same.
Within three working days of a complaint being received you can expect a written response, acknowledging the complaint.
Once a complaint is made a full investigation is undertaken and a timeline of events will be established.
Once the investigation is complete you will receive a written report, stating the findings and outcomes of the investigation.

More information about making a complaint can be found in the Trust leaflet which can be accessed by clicking here