Patient Advice and Liaison Service (PALS)

Listening to our patients, carers and relatives helps us improve the services we provide. We are here to listen, so we can learn from your experience. It is also beneficial when we receive feedback when things have gone well or not so well, so that we can build on good practice and continue to make improvements.

We would like to hear what you think

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.

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 take part in one of our surveys.
For staff who have gone the extra mile you can also nominate them for one of our recognition awards

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 and Liaison Service (PALS), by leaving a review 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 the Patient Advisory and Liaison Service (PALS).
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.
The PALS office is situated near the main entrance of the hospital.

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
  • You can write to either the Complaints Manager or the Chief Executive at:
Kettering General Hospital NHS Foundation Trust
Rothwell Road
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 make an online referral via or telephone: 0300 303 1660 (Monday - Friday, 9.00am - 5.00pm).

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

Telephone: 0345 015 4033 (Open 8:30am to 5:30pm Monday to Friday)
You should contact the Health Service Ombudsman within one year of your final response letter from the Trust.

Useful Documents

Patient Information Leaflets: