We would like to hear what you think, you can help us to help you
If you are not happy with the care you, your relatives or friends 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 your loved one is or has been receiving care.
Here is the Trust Feedback Guidance Policy Management of Complaints, Concerns, Comments, Compliments and other feedback
How to give a compliment
If you have been pleased by the care that you have received please do take the time to let our staff know by contacting our Patient Advice and Liaison service – it gives us all a real boost and a thank you goes a long way or provide feedback here: https://feedback.kgh.nhs.uk/
For staff who have gone the extra mile you can also nominate them for one of our CARE Smile Awards KGH Smile Nomination Form
How to pass on a comment
You can also leave comments about the care you or a loved one has received by contacting our Patient Advisory & Liaison Service (PALS) on PALS@kgh.nhs.uk by telephone on 01536 493305 & 01536 493306 or on the NHS website or by completing our Friends and Family Questionnaire.
How to raise a concern
We understand that raising a concern can be difficult, especially when you don't know who to turn to. If you are unhappy about the treatment that you or somebody you care for is receiving, it may help talking to somebody directly involved. This might be a nurse, ward manager or doctor who will make every attempt to resolve your concerns.
If you're unable to discuss your concerns with a member of staff, or want to discuss them with someone in confidence away from the service, you can contact PALS (Patient Advisory & Liaison Service).
PALS is a free and confidential service for people who would like information about, or to comment on, any aspect of the services provided by Kettering General Hospital. To contact PALS please telephone 01536 493305, 01536 493306 or by e-mail on PALS@kgh.nhs.uk The PALS office is situated near the main entrance of the hospital, opening hours are Monday to Friday between 9am and 5.30pm
How to make a complaint
If you wish to make a complaint you have several options:
- You can speak or write to any member of staff.
- You can call our Patient Experience team on 01536 492173
- You can e-mail us at complaints@kgh.nhs.uk
- You can write to either the Complaints Manager or the Chief Executive at:
Kettering General Hospital NHS Foundation Trust
Rothwell Road
Kettering
NN16 8UZ
We will do our 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 NHS Complaints Advocacy who can provide free, independent support.
You can contact them:
NHS Complaints Advocacy
Voiceability
Doddridge Centre
109 St James Road
Northampton
NN5 5LD
Tel: 0300 330 5454 (Mon-Fri, 9am-5pm)
Email: nhscomplaints@voiceability.org
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
Telephone Helpline: 0345 015 4033 (Open 8:30am to 5:30pm Monday to Friday)
Email: phso.enquiries@ombudsman.org.uk
You should contact the Health Service Ombudsman within one year of your final response letter from the Trust.
Useful Links
Patient Information Leaflets:
Tell us about your experience
Tell us about your experience (easy read)
