Complaints Procedure

Have a complaint?

We always aim to provide the best possible service for all patients


We will always try to provide the best possible service for patients, but understand that we may not always meet everyone’s needs.

Depending on your problem we usually ask that patients speak to the receptionist – if we know about issues at the time we may be able to help you immediately. The receptionist will also have some complaint forms. If you do not want to leave your contact details on the form you do not have to, but we would then be unable to provide a personalised response, and we may not be able to fully investigate your issues.

If you do leave your contact details, we will contact you within three days to acknowledge your complaint. We will then write to you within 28 days to let you know the outcome of the investigation.

We also let the local clinical commissioning group (CCG) know of any complaints and issues that are raised about our service. We will share with all members of the team any action points and issues to improve services, but not patient details.

South Tyneside Health Collaboration