Patient Advice and Liaison Service (PALS)

If you are not happy with the care you, your relative or friend 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.

• Provide medical records - Please make a formal request. If you are unable to request medical records online, please contact the Data Protection Office Tel: 01536 492412  or email: kgh-tr.DataProtection@nhs.net
• 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 treated
• PALS is not an emergency service, if you have concerns regarding your medical health, please contact your GP or call the NHS on 111.

If the concerns is for an inpatient and it is urgent, in the first instance, please speak with the Ward Manager of the area the concern is based. You can find the telephone number in the Kettering General Hospital telephone directory.

If the concern is not urgent and you require further assistance please contact PALS by telephone 01536 493305 (with a voicemail service) or by email kgh-tr.pals@nhs.net and we will endeavour to best support you. 

PALS will try to acknowledge an enquiry within a 10 day period. However, please note in times of high capacity and operational pressures our response time may be delayed slightly. PALS would like to apologise for any inconvenience or distress this may cause. 

When contacting PALS please include the following information with the enquiry:

• Patient's full name
• Patient's date of birth
• First line of their address and postcode
• Patient's hospital number or NHS number (if you know it)

If you are enquiring on someone else's behalf, please also include:

• Consent from the patient as it may be required before the enquiry can proceed.
• Your name and contact details

Email: kgh-tr.DataProtection@nhs.net 

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)