Concerns and complaints

If you are worried or unhappy about any aspect of your care and treatment, please speak to a member of the team involved in your care as soon as possible. They want to help you and will try to resolve your concerns immediately.

If you are uncomfortable or uncertain about doing this, please ask to speak to the Patient Advice and Liaison Service (PALS). The PALS team is here to listen to you and help you resolve any problems, concerns or difficulties.

You can ask a member of staff to contact the PALS team for you. Or you can contact them on 01604 545784 (9am to 4.30pm weekdays - answerphone at other times) or email the team.

 

Making a complaint

If your concerns cannot be resolved informally with the staff involved and you wish to make a complaint in writing, it is important that you let us know as soon as possible to enable us to carry out a thorough investigation.

Please address your letter to the Complaints Manager or the Chief Executive, Northampton General Hospital NHS Trust, Cliftonville, Northampton, NN1 5BD. Or you can email your letter to our comlaints team.

Give as much information as you can. Include your name and address, telephone number, any names you remember of the staff caring for you, the ward or department and the dates of your stay. If you have a range of issues you would like answered, please number them. lf you are complaining on behalf of a relative or friend, we will need a signed letter from them giving permission for us to discuss details of their care.

  

What happens next?

  • Your complaint will be acknowledged within three days
  • We will make enquiries or undertake a full investigation into your concerns; this will depend on the type of issues you raise
  • You will receive a full response from us within an agreed timescale
  • If we are unable to complete the investigation within the agreed timeframe, we will let you know

For further guidance on how to make a written complaint, you can download the following leaflets:

Support when making a complaint

If you require support or assistance to make a complaint about the NHS you may wish to seek advice from VoiceAbility, an independent advocacy service. Please see their contact information detailed below:

VoiceAbility, Mount Pleasant House, Huntingdon Road, Cambridge, CB3 0RN
Telephone: 0300 330 5454
Text phone: 0786 002 2939
E-mail: nhscomplaints@voiceability.org

 

Parliamentary and Health Service Ombudsman

If you are not satisfied with the response from us, you can contact the Parliamentary and Health Service Ombudsman at:

The Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Telephone 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website www.ombudsman.org.uk

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