On this page
Contents
- What PALS cannot do
- If you have a concern
- For other Enquiries
- Patient Advice and Liaison Service contact details
- Other services who may be able to help you
We are here to listen so we can learn from your experience. It is beneficial when we receive feedback when things have gone well or not so well. We can build on good practice and continue to make improvements.
Listening to our patients, their carers and relatives helping us improve the service you receive and the services we provide.
What PALS cannot do
For general enquiries about hospital parking, please contact:
NGH: Travel Office
Opening hours:
Open Monday through Friday from 9:00 AM to 5:00 PM.
Telephone numbers: 01604 544832 | 01604 544073
Email: ngh-tr.Travel.Office@nhs.net | ngh-tr.bluebadgeregistration@nhs.net
The Travel office is located in area D. The nearest entrance is via Cliftonville. Enter the doors and continue past the information desk. The Travel Office will be on the left.
If your concern relates to a patient currently receiving care in our hospital
If you have a concern about the care you, your relative or friend is receiving, we recommend that you speak with the ward or department team in the first instance. Many concerns can be resolved quickly by the staff directly involved in your care, and early local resolution is often the quickest and most effective way to address any issues.
Please speak to the nurse providing care, or another member of the ward or department team, who will listen to your concerns and work with you to resolve them wherever possible.
If you feel your concern requires more immediate attention, please speak to the ward manager for the area where your loved one is receiving care. You can do this in person or by telephone. Ward telephone numbers can be found in Northampton General Hospital ward telephone directory.
If you have been unable to resolve your concern with the ward or department team, or you need additional advice or support, the Patient Advice and Liaison Service (PALS) is here to help.
For other Enquiries
If your enquiry is not related to a patient who is currently receiving care in our hospital, please contact the Patient Advice and Liaison Service (PALS). We will do our best to support you with your enquiry.
To help us respond as quickly as possible, please include the following information:
If you are enquiring on someone else's behalf, please also include:
Email: ngh-tr.pals@nhs.net
Telephone: 01604 545784 (voicemail service only)
PALS will review and triage all enquiries within 3 working days. We aim to provide a response within 30 days.
Please note that during periods of high demand or operational pressures, our response times may be longer than usual. We apologise for any inconvenience this may cause and appreciate your patience and understanding.
Patient Advice and Liaison Service contact details
To make an enquiry or discuss a concern, you can access the Patient Advice Liaison Service (PALS) in the following ways. Please be aware that PALS is not an emergency service. If you have concerns regarding your medical health, please contact your GP or call the NHS on 111.
Contact Details
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Due to high demand, calls may not be answered; a voicemail service is in operation.
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Enquiries are monitored regularly
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Target response time: within 10 working days
Telephone:
01604 545784 (with a voicemail service)
Email:
ngh-tr.pals@nhs.net
PALS office opening hours:
9.30am to 12.00pm and 1.00pm to 3.30pm Monday to Friday excluding bank holidays.
On occasions, we may have to shut the office during this time to ensure patient confidentiality.
Location
Our office is located in Area R of the hospital.
From the South entrance, turn left onto the Hospital Street corridor. Proceed all the way to the end of Hospital Street. Take a right turn and follow the corridor as it slopes upwards past the Oncology department. Bear left as the corridor turns and the PALS office is immediately on your left.
From the Billing Road entrance, proceed along the corridor until you reach a T-junction. Turn left and continue up the corridor. The PALS office is on the left just before the corridor bears right.
Click here for the hospital map
Other services who may be able to help you
Access to Medical Records
To request access to your medical records, please complete a subject access request. More information can be found on our webpage Subject Access Request - which includes request Portal
Tel:01604 545279
Email: ngh-tr.mraccess@nhs.net
Northampton General Hospital Bereavement Service
For more information on this service can be found on our webpage Bereavement Service | Northampton General Hospital NHS
Volunteer Services
If you have some free time, you could make a difference across Kettering and Northampton general hospitals and become a valued colleague of the University Hospitals of Northamptonshire. You can find more on volunteering at our hospitals on our website Volunteering at Northampton General Hospital
Email:ngh-tr.volunteer.services@nhs.net
Tel: 01604 523159
Northamptonshire Carers, supporting unpaid carers
University Hospitals of Northamptonshire, have Carer Support Workers in both Northampton and Kettering General Hospitals. They aim to support unpaid carers while they or their cared for people are in either hospital.
Tel: 01536 493622 for the Kettering General Hospital Team
Tel: 01604 544274 for the Northampton General Hospital Team
Local Councils Adult Social Care
North Northamptonshire Council http://www.northnorthants.gov.uk/adult-social-care
and
West Northamptonshire Council http://www.westnorthants.gov.uk/arranging-adult-care/contact-adult-social-care
Veteran and Armed Forces Support
As a Veteran Aware accredited hospital, support is available for serving and former members of the Armed Forces and their families.
You can read more on how the hospitals supports the Armed Forces Community and Cadets.
Email: kgh-tr.Veterans@nhs.net for support of a patient
Email: ngh-tr.armedforces@nhs.net for support through our recruitment process
POhWER, advocacy, information and advice charity
If you find it difficult to understand your care or how to put your concern or a complaint in writing, POhWER can help you do this. They can also help with NHS Complaints Advocacy, Independent Mental Health Advocacy and Independent Mental Capacity Advocacy.
Tel: 0300 456 2370
East Midlands Ambulance Service (EMAS) Patient Advice and Liaison Service (PALS)
If your concern or complaint which relates to the East Midlands Ambulance Service.
Email: emas.pals@nhs.net
Tel: 0333 012 4216
Kettering General Hospital (KGH) Patient Advice and Liaison Service PALS)
If the concern or complaint relates to Kettering General Hospital services, please contact the KGH PALS team:
Email: kgh-tr.pals@nhs.net
Tel: 01536 493305 (with a voicemail service)
Northamptonshire Healthcare Foundation Trust (NHFT) Patient Advice and Liaison Service (PALS)
If the concern or complaint relates to Northamptonshire Healthcare Foundation Trust, community or mental health services, please contact the NHFT PALS team:
Email: PALS@nhft.nhs.uk
Tel: 0800 917 8504 or 03000 273 708
Northants Integrated Care Board (ICB)
If your concern or complaint relates to GP, Dental, Optician or Pharmacy services please contact the Northants ICB:
Email: northantsicb.patientexperience@nhs.net
Tel: 01604 476777
Mental Health Support
Mental Health support is available 24 hours a day, 7 days a week from partners Northamptonshire Healthcare Foundation Trust and Mind.
Tel: 0800 448 0828
Individuals can also access the mental health number by calling 111 and selecting the mental health option to access mental health support, this option will connect you to local service in the area you are calling from. If you or anyone you know is in need of mental health support, find out more about services available locally at www.nhft.nhs.uk/help