Patient Advice and Liaison Service (PALS)

We are here to listen, so we can learn from your experience. It is beneficial when we receive feedback, when things have gone well or not so well. We can build on good practice and continue to make improvements.

Listening to our patients, their carers and relatives helping us improve the service you receive and the services we provide.

• PALS is not an emergency service, if you have concerns regarding your medical health, please contact your GP or call the NHS on 111.
• Provide medical records - Please make a formal request for a medical record. If you are unable to request medical records online, please contact the Data Protection Office by email: kgh-tr.DataProtection@nhs.net  or by telephone: 01536 492412.
• Provide test results - Please contact your GP or referring/requesting physician.
• Speed up appointments - Please contact your GP or referring/requesting physician.
• Override clinical decisions - Please escalate your enquiry within the department you are being treate
• PALS cannot cancel, overturn or influence decisions relating to parking charge notices. If you wish to challenge or appeal a parking charge notice, please follow the instructions on the notice and contact the organisation responsible.
• For general enquiries about hospital parking, please contact the Car Parking Office, it is located in Car Park A adjacent to the exit. The office is open 24 hours a day 7 days a week, only closing on Christmas Day. You can email them  kgh-tr.carparking.queriesatkgh@nhs.net or telephone on 01536 524995.

If you have a concern about the care you, your relative or friend is receiving, we recommend that you speak with the ward or department team in the first instance. Many concerns can be resolved quickly by the staff directly involved in your care, and early local resolution is often the quickest and most effective way to address any issues.

Please speak to the nurse providing care, or another member of the ward or department team, who will listen to your concerns and work with you to resolve them wherever possible.

If you feel your concern requires more immediate attention, please speak to the ward manager for the area where your loved one is receiving care. You can do this in person or by telephone. Ward telephone numbers can be found in the Kettering General Hospital telephone directory.

If you have been unable to resolve your concern with the ward or department team, or you need additional advice or support, the Patient Advice and Liaison Service (PALS) is here to help.

For other enquiries

If your enquiry is not related to a patient who is currently receiving care in our hospital, please contact the Patient Advice and Liaison Service (PALS). We will do our best to support you with your enquiry.

To help us respond as quickly as possible, please include the following information:

• Patient's full name
• Patient's date of birth
• First line of the patient's address and postcode
• Patient's hospital number or NHS number (if known)  

If you are contacting us on someone else's behalf, please also provide:

• Your name and contact details
• The patient's consent, where appropriate. Please note that we may need to obtain the patient's consent before we can discuss their care or progress your enquiry.

Email:  kgh-tr.pals@nhs.net

Telephone: 01536 493305 (voicemail service only)

PALS will review and triage all enquiries within 3 working days. We aim to provide a response within 30 days.

Please note that during periods of high demand or operational pressures, our response times may be longer than usual. We apologise for any inconvenience this may cause and appreciate your patience and understanding.

Volunteer Services

Northamptonshire Carers, supporting unpaid carers

Local Councils Adult Social Care 

Tel: 0300 456 2370

East Midlands Ambulance Service (EMAS) Patient Advice and Liaison Service (PALS) 

If your concern or complaint which relates to the East Midlands Ambulance Service.
Email: emas.pals@nhs.net

 Northampton General Hospital (NGH) Patient Advice and Liaison Service PALS)  

Northamptonshire Healthcare Foundation Trust (NHFT) Patient Advice and Liaison Service (PALS) 

Northants Integrated Care Board (ICB)