Patient Information Centre – Information leaflet

The Centre aims to ensure that everyone has access to a range of useful health and wellbeing information resources.

The service is free and completely confidential.

The staff at the Centre can provide access to information resources about:
• Medical conditions, procedures and treatments.
• Accessing self-help and support groups.
• Using the NHS complaints process.
• NHS services within Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust.

The team works to ensure that the information they produce meets the principles of The Information Standard as set out by NHS England.

Staff in the Patient Information Centre will do their best to answer your questions, and if we can’t answer them ourselves we probably know someone who can.

The services offered by the Centre are available to everyone, not only patients. You may require information about a particular health issue or need to find the name of a support group. Whatever your question the Centre is here to help you. Healthcare staff are also able to access the Centre.

The Centre is available weekdays from 9.30am-12 noon and 1pm-4.30 pm.
Tel: 0191 246 7288
Email: [email protected]

An answerphone service is available when the centre is closed, simply leave your name, telephone number and message and your call will be returned as soon as possible.

The Patient Information Centre is based within St Nicholas Hospital, just along the corridor from the main clock tower reception.

The Trust’s website has a range of useful information https://www.cntw.nhs.uk/resource-library/

Self help guides www.selfhelp.cntw.nhs.uk

23 mental health self help guides written by NHS clinical psychologists with contributions from service users and healthcare staff.

Titles cover Depression and Low Mood, Stress, Controlling Anger, Panic, Sleeping Problems, Bereavement and Anxiety. You can:
• download the guides, they are also available in easy read and BSL formats
• view video introductions
• listen to the guides in audio format
• download the guides as an mp3 file
• purchase the guides (via PayPal)
• leave online reviews

Mental Health Act
A series of Mental Health Act information videos and leaflets available in 28 languages.

Medication
A range of patient information leaflets which provide information about medicines, side effects and how to manage them.

If you want to make a comment, suggestion, compliment or complaint you can:
• talk to the people directly involved in your care
• ask a member of staff for a feedback form, or complete a form on the Trust website www.cntw.nhs.uk/contact/complaints/

• telephone the Complaints Department 0191 245 6672
• email [email protected]
• We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention.

You can provide feedback in the following ways:

– the quickest way for you to do this is to complete our short online survey at www.cntw.nhs.uk/yourvoice

– complete a Your Voice survey, available on wards, reception areas or from staff

– other options for sharing your feedback and experience www.cntw.nhs.uk/yourfeedback

Patient Advice and Liaison Service (PALS)

PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.

We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

PALS

Tel: 0800 032 0202

Email: [email protected]

Post: FREEPOST PALS

South of Tyne

Tel: 0800 328 4397

Text: 07825 061 035

Email: [email protected]

Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB

9.00 am – 4.30 pm, Monday to Friday

An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

Patient Information Centre
St Nicholas Hospital
Jubilee Road
Gosforth
Newcastle upon Tyne
NE3 3XT
Tel: 0191 246 7288
Email: [email protected]

Website: www.cntw.nhs.uk

Please note: – All general enquiries should be directed to the switchboard Tel: 0191 246 6800

For diagnosis and personal medical advice, you should always consult your medical practitioner.

Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.
This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre Tel: 0191 246 7288

Published by the Patient Information Centre
2020 Copyright, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref, PIC/29/0824 August 2024 V9
www.cntw.nhs.uk Tel: 0191 246 7288
Review date 2027