Help and Advice Service

The Trust's Help and Advice Service are here for you if you wish to offer a compliment, express a concern or make a complaint.

The Help and Advice Service is situated opposite the main lifts on B Floor. We would like to hear from you if you wish to express a concern, make a complaint or to offer a compliment regarding something that we have done well. We welcome your opinions on the service we provide as every comment is seen as an opportunity to review the service, so that we can make sure we are offering you what you need.

Contact us

Help and Advice Service
B Floor
Sunderland Royal Hospital
Kayll Road
Sunderland SR4 7TP

Telephone: 0191 569 9855 or Freephone 08005876513

Opening times: Monday-Friday 8:30am - 5pm

Getting help

There are several options available to you but first of all, we would ask you to speak to the Ward Sister/Charge Nurse or Matron for the area concerned. Many concerns can be resolved by talking things over as misunderstandings can easily happen and sometimes just as easily be put right.

If you feel that you do not want to discuss your feelings with the staff concerned then there are still things you can do.

You can ask to speak to one of the Help and Advice Service staff members who will assist with your problems and liaise with staff on your behalf.


If You Decide Make a Complaint - How to Complain

The complaint must be put in writing as soon as possible after the incident. Normally there should be no more than 12 months between the incident and your complaint being raised.

Please include your contact telephone number and highlight your main issues. If you are not the patient, then written consent will be required from the patient. If this is not possible, you may wish to discuss this with the Help and Advice Services Manager who will be happy to provide advice and guidance to support your complaint.

Please address you letter to either:

Mr K W Bremner
Chief Executive
City Hospitals Sunderland NHS Foundation Trust
Sunderland Royal Hospital
Kayll Road
Sunderland SR4 7TP


Mrs Audrey Barrass
Help & Advice Service Manager
B Floor
City Hospitals Sunderland NHS Foundation Trust
Sunderland Royal Hospital
Kayll Road
Sunderland SR4 7TP

All contacts to the Help and Advice Services are documented and held in accordance with data protection laws. Please be reassured that you will not be discriminated against if you raise a concern, you will continue to be treated and cared for with respect, dignity and compassion.

You will receive an acknowledgement letter within 3 working days containing an information leaflet giving you details of our complaints procedure and other useful information. We will usually try to contact you to discuss your complaint so please provide us with a telephone number when submitting your complaint.

The Trust aims to provide a final response within 25 working days of your letter being received. If this is not achievable, then you will be contacted to agree an extended timescale.

What happens next?

The Trust endeavours to resolve all complaints satisfactorily. The Chief Executive Officer will write to you when the complaint investigation is complete. However, if you would prefer, a meeting can be arranged for you to discuss your complaint face to face with members of the Trust staff.

Independent support when making a complaint

North East Independent Complaints Advocacy (ICA) is an independent complaints service which provides assistance to patients, carers and relatives who wish to make a complaint. For example, ICA will help you write letters of complaint or accompany you to meetings with hospital staff to discuss your concerns.

Contact details:

North East NHS ICA
Unit 312
DBH Gateshead
Aidan House
Sunderland Road
Gateshead NE8 3HU

Freephone: 0808 8023000
Telephone: 0191 4788351

Ombudsman review

If you feel that we have not resolved your complaint to your satisfaction, you may request an independent review by the Parliamentary and Health Service Ombudsman.

Further information is available at

By post:

The Parliamentary and Health Service Ombudsman
Millbank Tower
London SW1P 4QP

Telephone: 0345 0154033

Sunderland Royal Hospital

Kayll Road, Sunderland, Tyne & Wear, SR4 7TP

Tel: 0191 565 6256

View on a map | Parking and directions

Sunderland Eye Infirmary

Queen Alexandra Road, Sunderland, Tyne & Wear, SR2 9HP

Tel: 0191 565 6256

View on a map | Parking and direction