Local health and social care complaints contacts

Northamptonshire Clinical Commissioning Groups

Complaints Handling Policy 

The Complaints Handling Policy sets out the NHS Northamptonshire Clinical Commissioning Groups' (CCGs) approach to receiving, handling and responding to complaints made under the provisions of the Local Authority Social Services and NHS Complaints Regulations 2009.

The time limit for making a complaint is 12 months from the date on which the matter being complained about occurred, or 12 months from the date on which the complainant became aware of the grounds for complaint. A complaint made outside the time limit will be considered by the CCGs who will decide if the case can still be properly investigated.

A complaint can be made on behalf of a child or a person assessed under the Mental Capacity Act 2005 as not having capacity, where consent has been provided for another person to handle a complaint on behalf of someone else, or if a person has died by the next of kin or power of attorney.

A copy of the Complaints Handling Policy can be downloaded here.

To make a complaint:

Email: northants.complaints@nhs.net

Telephone: 01604 651102

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Northampton General Hospital

Patient Advice and Liaison Service (PALS) 

For advice or assistance in resolving any problems or concerns that you may have about the hospital’s service:

Telephone: 01604 545784

Email: PALS@ngh.nhs.uk

When you need advice, have concerns, or don't know where to turn. As a patient, relative or carer sometimes you may need on-the-spot help, advice and support. This is where the Patient Advice and Liaison Service (PALS) may be able to help.

How PALS can help:

• Advise and support patients, their families and carers
• Provide information on NHS services
• Listen to your concerns, suggestions or queries
• Help sort out problems quickly on your behalf
• Improve the service to NHS patients

The service is completely confidential, and PALS acts independently when handling patient and family concerns, liaising with staff, managers, and, where appropriate, relevant organisations, to negotiate immediate or prompt solutions. If necessary, we can also refer patients and their families to specific local or national support agencies.

Compliments, comments and complaints

If you would like to offer a comment or compliment about our service, please email PALS@ngh.nhs.uk

If you wish to make a formal complaint, please contact:

Telephone: 01604 545774

Email: complaints@ngh.nhs.uk

Fax: 01604 544050

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Kettering General Hospital

Patient Advice and Liaison Service (PALS)

The PALS service is here to help NHS Patients. It provides the means to: 

• Advise and support patients, their families, and carers
• Provide information on NHS Services
• Listen to your concerns, suggestions, or queries
• Help sort out problems quickly on your behalf  

Telephone: 01536 493305

Email: kgh-tr.pals@nhs.net

Formal complaints procedure

If you wish to make a complaint you have several options:

You can speak or write to any member of staff.

You can call our Patient Experience team on 01536 492173

You can email us at kgh-tr.complaints@nhs.net

You can write to either the Complaints Manager or the Chief Executive at: Kettering General Hospital NHS Foundation Trust, Rothwell Road, Kettering, Northants, NN16 8UZ 

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Northampton Healthcare NHS Foundation Trust 

Patient Advice and Liaison Service

Anyone using our services, their families and/or carers can contact us via the PALS Office. Our PALS team, are committed to helping you.

Northampton Healthcare NHS Foundation Trust
Front Block,
St Mary's Hospital,
London Road,
Kettering,
NN15 7PW

Freephone telephone: 0800 917 8504

Email: pals@nhft.nhs.uk

Complaints

You can call our Complaints Team free on 0800 917 7206. Their line is open on weekdays between 9am and 4pm. Unfortunately, there will be occasions when the phone will not be answered immediately. We would like to thank you for taking the time to contact us. Please leave a message and we will get back to you within one working day.

You can e-mail us at complaints@nhft.nhs.uk.

You can write to either the Complaints Manager or the Chief Executive at:
Main Block
St Mary’s Hospital
London Road
Kettering
Northants
NN15 7PW

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North Northamptonshire Adult social care complaints and feedback

You can give them feedback or make a complaint by:

Using their form: Adult social care complaints and feedback

Calling: 0300 126 3000​

Emailing: myfeedback@northnorthants.gov.uk

Writing to: Compliments, Comments and Complaints Team
North Northamptonshire Council
Sheerness House
41 Meadow Road
Kettering
NN16 8TL

West Northamptonshire Adults social care complaints and feedback

You can give them feedback or make a complaint by:

Using their form: Adult social care complaints and feedback

Calling: 0300 126 7000 (9am to 5pm)

Emailing: myfeedback@westnorthants.gov.uk

Writing to: Compliments, Comments and Complaints Team
North/West Northamptonshire Council
One Angel Square
Angel Street
Northampton
NN1 1ED

Local Government and Social Care Ombudsman

If you are unhappy with our response to your complaint, you can contact the Local Government and Social Care Ombudsman (LGSCO). Visit their website at www.lgo.org.uk for contact details.

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East Midlands Ambulance Service (EMAS)

Compliment or complaint:

Telephone: 0333 012 4216 (local rate)

Email: emas.pals@nhs.net

Please make sure you provide the date, time and location for the call to allow us to identify the incident efficiently.