The Advice and Complaints Service deals with any concerns that patients or their relative/friend/representative acting on their behalf have about their care or treatment at South Tyneside and Sunderland NHS Foundation Trust. Patients and people acting on their behalf can contact the Advice and Complaints Service by telephoning 0191 569 9666 (direct line) Monday to Friday between 9:00 AM until 4:30 PM to discuss their concerns or seek advice. We also have a drop-in service at Sunderland Royal Hospital, located on B Floor opposite the lifts in the main concourse which is open from 9 am to 4.30 pm (following strict Trust guidance regarding appropriate social distancing and use of PPE).

An answer machine is available outside of these times and staff will return your call by the end of the next working day. Our aim is to resolve any concerns that are raised as quickly as possible. 

There is now a member of the Advice and Complaints team based on the South Tyneside District Hospital site, located in the Harton Wing Monday- Friday between 9am and 4pm. They can be contacted directly on 0191 4041000 ext 2834 to discuss concerns or offer advice and support. At this current time we are also offering a face to face drop in service obviously following strict Trust guidance regarding appropriate social distancing and use of PPE.

Complaints should be made within 12 months of an episode of care with the consent of the patient if the complainant is not the person making the complaint. Written complaints should be sent to Mr K W Bremner, Chief Executive at Sunderland Royal Hospital or to the Complaints Manager, Advice and Complaints Service at Sunderland Royal Hospital and on completion of our investigation, a written response will be sent.

Staff in the Advice and Complaints Service:

  • Gemma Evans, Advice and Complaints Manager
  • Lou Herms, Deputy Advice and Complaints Service Manager
  • Richard McConnell,  Advice and Complaints Service Assistant
  • Michael Allison, Advice and Complaints Service Assistant
  • Chrissie Jordison, Advice and Complaints Service Assistant 
  • Jade Smith, Advice and Complaints Service Investigator
  • Judith Welsh, Advice and Complaints Investigator 
  • Susan Weir, Advice and Complaints Investigator 
  • Hazel Pells, Advice and Complaints Investigator 
  • Chris Swain, Advice and Complaints Investigator  
  • Anne-Marie Szczesniak, Advice and Complaints Investigator 
  • Emma McGow, Advice and Complaints Investigator 
  • Jenny Waller, Advice and Complaints Investigator 

Additional Useful Contacts

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