Complaints and Feedback

How to raise a concern or complaint

You can raise a concern in any of the following ways. If you need help making a complaint (for example if you need a printed copy, translation, or advocacy support) please contact us and we will help.

  • By phone: 0191 236 2366
  • By email: wphc@nhs.net
  • By post: Woodlands Park Health Centre, Canterbury Way, Wideopen, Newcastle Upon Tyne, Tyne & Wear, NE13 6JJ
  • In person: Ask at reception and we will arrange a private space to listen to your concern.
  • Using our complaints form below:

Complaints Form

Name
DD slash MM slash YYYY
Address
Email
Please outline your complaint below
Please outline what you would like the outcome of your complaint to be. By completing this section, you will help us understand exactly what your are hoping to achieve by making your complaint.

Who can complain?

You can complain if you are a patient, carer, family member or anyone affected by our care. If you are complaining on behalf of someone else, please include written consent from the patient unless they are unable to give it.

What will happen next

  1. Acknowledgement: We will acknowledge your complaint within 3 working days and offer a discussion about how you would like it handled.
  2. Investigation: We will investigate the issues you raise. We aim to agree a timescale with you at the acknowledgement stage.
  3. Response: We aim to provide a full response within agreed timescales. Complex clinical matters may take longer, if so we will keep you updated.

If you are not satisfied

If you remain unhappy after our response, you can escalate your complaint. The next steps usually are:

  • If still unsatisfied, you may contact the Parliamentary and Health Service Ombudsman (PHSO).

About the Ombudsman

The Ombudsman can look at complaints about NHS care where you are not satisfied with the outcome of the local complaints process. You should usually contact them within 12 months of the event or within 12 months of when you became aware of the issue — there are exceptions in some cases.

Parliamentary and Health Service Ombudsman:
Citygate, 51 Mosley St, Manchester M2 3HQ
Phone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Confidentiality and data protection

We will keep your information confidential and only use it to investigate your complaint. We will handle your personal data in line with data protection law. If you complain on behalf of someone else we will need their consent unless they are unable to give it.

Can someone help me informally?

Yes. The Patient Advice and Liaison Service (PALS) can help you raise concerns and try to resolve matters quickly and informally. PALS does not replace the formal complaints process but can often provide a faster, local resolution.

If you would like PALS support, please contact 0800 032 0202 or ask us to pass your details to PALS.

Need help?

If you want us to help you make a complaint, or you need help completing our form, please contact either Leslie Miller, Managing Partner, or Louise Walsh, Assistant Manager.
Phone: 0191 236 2366
Email: wphc@nhs.net