How to: Give a Compliment, Pass on a Comment, Raise a Concern, Make a Complaint

Your views are important to us

Your comments, both good and bad, can help us to improve our services.

We hope you will be happy with the care you receive at Kettering General Hospital.  If we do not provide a satisfactory service, we want you to tell us.  We also like to know when you are particularly pleased with our service too.

How you can help us to help you

If you are not happy with the care you, your spouse/civil partner/relative are receiving then please let us know. If there is something that can be done straight away, we will do it.

We want to resolve any issues you might have by talking to the right person at the earliest possible time.

All staff are here to help and are happy to listen to your comments and concerns. First of all we would suggest that you speak with the nurse or manager in charge of the area.

Alternatively you can speak to the Patient Advice Liaison Services (PALS) which is situated just inside the main entrance of the hospital

You can also contact them by telephone: 01536 493305 or e-mail: pals@kgh.nhs.uk

If you wish to make your views known about our services you can contact:

Quality Governance Team
Telephone: 01536 492173

E-mail: complaints@kgh.nhs.uk

Links

A Guide to- Giving a Compliment, Passing on a Comment, Raising a Concern, Making a Complaint

How to Make a Complaint  (Easy Read version)

Complaint Form  (Easy Read version)

Formal complaints procedure

If you do not wish to speak directly to anyone in the Trust or you feel that your concerns have not been satisfactorily resolved, you can write to the Chief Executive to make a formal complaint:

The Chief Executive
Kettering General Hospital NHS Foundation Trust
Rothwell Road
Kettering
Northants
NN16 8UZ

Tel: 01536 492009

We will agree an investigation plan with you, and a timescale in which we will provide a response.

The Trust will do its best to resolve your complaint. However if you are unhappy with our response please let us know. We will take further action as necessary.

If you need or would like help or support in making your complaint, you can contact the Independent Complaints Advocacy Service (ICAS). ICAS can provide free, independent support.

You can contact them:

Carers Federation ICAS,

Leicester ICAS,

The Business Box,

2 Oswin Road,

Braunstone,

Leicester, LE3 1HR

Email:  leicestericas@carersfederation.co.uk

Telephone number: 0808 802 3000 (Freephone to landlines and mobiles)

Parliamentary and Health Service Ombudsman (PHSO)

If you remain dissatisfied with the response we have provided, you can contact the Parliamentary and Health Service Ombudsman (PHSO).

 The PHSO is independent from the NHS and the government. The PHSO may investigate your complaint again.

You can contact the Parliamentary and Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Helpline: 0345 015 4033 (Open 8:30am to 5:30pm Monday to Friday)

Email: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000

You should contact the Health Service Ombudsman within six months of your final response letter from the Trust.