Share your feedback and let us know how we’re doing

Our teams work hard to make sure your visit is as comfortable and stress-free as possible. Yours and your loved one’s care is our top priority. We want you to have a positive experience every time you visit. 

Sometimes we will exceed your expectations. Sometimes we might not meet the high standard we want. When this happens, we want to know. This is so we can feedback to our teams and let them know what they’re doing well and what they need to improve. 

We want everyone who visits to have a positive experience. You can help us. All feedback is important, whether it’s good or bad. There is more information on this page about how to share this with us. 

It’s always nice to get a compliment. It shows we’re doing a good job and can make all the difference during a hard shift. 

If a member of staff or team has gone above and beyond what you would expect, let us know. You can:

  • Speak to the nurse in charge or another member of the team
  • Share your comments when you’re invited to send feedback. This might come to you in a text message. 
  • Leave a review on Care Opinion or tell your local Healthwatch 
  • Send us a message on social media. We’re on Facebook, Instagram and X (Twitter)
  • Fill in this feedback form 
  • Tell the staff member directly. You will brighten their day! 

Reporting your concerns and complaints it important. If something has gone wrong, we need to understand what has happened so it doesn’t happen again. 

If you are not happy about the service you receive, let us know. We would always recommend you speak to the nurse in charge or another member of the team first. It’s better for everyone if we can try to fix the issue there and then. 

If you can’t do this, you can contact our Advice and Complaints service by:

The team is available Monday to Friday, between 8.30am and 4.30pm. 

You can also: 

  • Share your comments when you’re invited to send feedback. This might come to you in a text message. 
  • Leave a review on Care Opinion or tell your local Healthwatch 
  • Send us a message on social media. We’re on Facebook, Instagram and X (Twitter)
  • Fill in this feedback form 

Yes. If we haven’t solved your issue you can make a formal complaint. You should do this in a letter as soon as possible after the incident. 

You should try to make your complaint within one year of the incident. 

Please include: 

  • Your contact telephone number 
  • Details of the issue 
  • Written permission from the patient to share the details. This doesn’t apply if you are the patient

You can send your letter to one of the two addresses below:

  • Mr K W Bremner, Chief Executive, South Tyneside and Sunderland NHS Foundation Trust, Sunderland Royal Hospital, Kayll Road, Sunderland, SR4 7TP
  • Advice and Complaints Service, B Floor, Sunderland Royal Hospital, Kayll Road, Sunderland, SR4 7TP

We keep a record of all complaints made. These records follow data protection rules. You will not be treated unfairly for raising a concern. You will still be treated with respect, dignity, and care.

After you send your complaint, we will send you a letter within 3 working days. This letter will include a leaflet with details about how we handle complaints and other helpful information. We may also try to call you to talk about your complaint, so please give us your phone number.

We aim to reply fully within 40 working days after we get your letter. If we need more time, we will let you know in writing.

Our Chief Executive will write to you when the investigation into your complaint is complete. If you would prefer a face-to-face meeting with Trust staff, we can arrange this.