If you are worried or unhappy about any aspect of your care and treatment, we would advise you to speak to a member of the team involved in your care in the first instance however, if you are unsatisfied with the outcome they have provided or feel uncomfortable doing this, please contact PALS who can help.
As a patient, relative or carer sometimes you may need on-the-spot help, advice and support. We will listen to concerns and help you to find ways of resolving them. PALS can signpost to other organisations that may be able to help patients. This includes advocacy services, charity services, NHS England and other NHS Trusts.
Our aim is to hopefully provide a local resolution where possible by liaising with departments in trying to provide local resolutions to ongoing/current concerns. We cannot override or change a clinical decision.
The PALS service will aim to respond to all enquiries within 2-3 working days (although this is usually sooner).
Contact details
Opening Hours: Monday - Friday 09:00 - 16:00 (Office & phone lines closed between 12 - 1pm)
Telephone: 01604 545784, phone lines open 9 - 3pm.
If we are unable to take your call, please leave a voicemail & we will respond as soon as possible.
Email: ngh-tr.pals@nhs.net
How to find us
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
How PALS can help
Our aims are to:
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advise and support patients, their families and carers
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provide information on NHS services
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listen to your concerns, suggestions or queries
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help sort out problems quickly on your behalf
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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.
Please note: If you are acting on behalf of a relative or friend, please ensure you have consent of that person.
Our standard is to reply to all messages left on the answerphone within 2-3 working days, although most of the time we will reply much sooner than that, so please do leave a message (please include your name, the patients name, date of birth and a summary of your enquiry)
Other services who may be able to help you:
| Medical Records |
To request access to your medical records, please complete the below application form http://northamptongeneral.ams-sar.com
Any queries, please contact the Access Team:
Email: ngh-tr.mraccess@nhs.net Tel: 01604 544776
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| Complaints Service |
If you wish to make a formal complaint, please see this page.
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| Volunteers |
No query is too big or small, please do get in touch if you think we may be able to support a patient or relative.
Email: ngh-tr.volunteer.services@nhs.net Tel: 01604 544136
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| Northamptonshire Carers |
If you are a carer, please contact Northamptonshire Carers Hospital Team which is based on site and can support.
You can contact them by telephone on 01933677907 option 6
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| Advocacy - POhWER |
If you find it difficult to understand your care or to put your concerns/complaint in writing, advocates can help you. Please contact POhWER, the new designated NHS Advocacy Service for Northamptonshire on:
Tel: 0300 456 2370.
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| EMAS (East Midlands Ambulance Service) PALS |
If your concern or complaint relates to the ambulance service please contact EMAS:
Email: emas.pals@nhs.net or Tel: 0333 012 4216
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| Kettering General Hospital PALS |
If your concern or complaint relates to Kettering General Hospital services, please contact their PALS team:
Email: kgh-tr.pals@nhs.net or Tel: 01536 493305
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| NHFT PALS |
If your concern or complaint relates to services in the community including District Nurses/ICT/Mental Health/Outpatient Physio, please contact their PALS team:
Email: pals@nhft.nhs.uk or Tel: 01536 452070 / 0800 917 8504
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| Northants Integrated Care Board |
If your concern or complaint relates to GP/Dental/Optician/Pharmacy issue please contact the ICB:
Email: northantsicb.patientexperience@nhs.net Tel: 01604 476777
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| Mental Health Hub |
Mental Health support available 24/7 for anyone who may be struggling:
Tel: 0800 448 0828
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| Bereavement Service |
For the hospital bereavement service please see this page.
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