Kettering General Hospital NHS Foundation Trust aims to provide high quality services, but sometimes things do go wrong. When that happens the Trust has a complaints policy and procedure to make sure that complaints are properly investigated and monitored so that we can learn how we can improve our services. The Trust’s complaints policy follows the national NHS complaints procedure.
Key points you need to know
The procedure is designed to be fair to both staff and complainants
It is not a disciplinary procedure - it is about resolving complaints/concerns
Disciplinary procedures are quite separate from the NHS Complaints procedure
The primary aim is to satisfy the concerns of the complainant
The process should be honest and thorough and responses should as prompt as possible (certainly within the requested timescales)
The information gained from the complaint situation is to be used to improve the quality of service by acting on the lessons learned.
Statements made/information given in response to a complaint, may be disclosable at a later date, if the complaint becomes a claim
How to complain about our service –
Full information about making a complaint is available on the Trusts website – see web links below
Complaints, comments, compliments and suggestions are an important way in which the Trust monitors how well it is performing. They are also an essential source of information to help us improve the way we deliver and manage our services.
The Trust’s complaints service produces quarterly reports for the Complaints, Claims, PALS Team meeting/Clinical Governance Council/Trust Board. Information about the number of complaints we investigated, the outcome of investigations and the improvements we have made as a result of complaints is included in our Annual Report.
Complaints - www.kgh.nhs.uk/for-patients/compliment-or-complain/