Making a complaint
At Northamptonshire NHS Healthcare Foundation Trust (NHFT), we consider it very important that we hear the views of anyone who comes into contact with our services. If you are someone who has been affected or are likely to be affected by something the Trust has done, or should have done, you can make a complaint. Care will not be adversely affected by any comments or complaints you make. In fact, it is more likely to help things improve for everyone
You can find out more information about our Patient Advice and Liaison Service (PALS) by clicking here. PALS are here to help with advice, compliments and concerns about your NHFT experience.
How to make a complaint
You have several options on how to make a complaint;
- You can speak or write to any member of staff and they will try to sort out the issues immediately with you and explain how we can help you to resolve your concerns
- You can also leave your comments via I want great care
- You can complete an online form which will be sent to our complaints department
- You can call the patient advice and liaison service PALS free on 0800 917 8504 9am to 4pm
- You can call our complaints department free on 0800 917 7206, 9am to 4pm
- You can e-mail PALS or the complaints team at PALS@nhft.nhs.ukor firstname.lastname@example.org
- You can write to either the complaints manager or the chief executive at:
Northamptonshire Healthcare NHS Foundation Trust
St Mary's Hospital
We are committed to learning from what people share with us. This feedback is a vital source of information that helps us to develop and improve our services and the care that we provide.
If you make a complaint, we promise to:
- Listen carefully
- Take you seriously
- Provide you with an explanation
- Do all we can to make amends
All the complaints we receive are treated confidentially and sensitively, and you can be assured that your care or treatment will not be adversely affected by making a complaint. If you are complaining on behalf of someone else, we will need their consent to share details to do with their care with you. This is to comply with the Data Protection Act 1998.
The Trust embraces the Parliamentary and Health Service Ombudsman's Principles of Good Complaint Handling and is committed to:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvement
When making a complaint
All our staff members are here to help and are happy to listen to your comments, suggestions and complaints. If you would like help with making your complaint, you can use one of the local advocacy services. All of the details can be found in the complaints leaflet located in the document library below.
If you need or would like support in making your complaint, you can contact the NHS Complaints Advocacy who are able to provide free, independent support.
Telephone: 0300 330 5454 (Monday to Friday, 9am to 5pm)
You can visit the Voice Ability website by clicking here: www.voiceability.org
NHS Complaints Advocacy, Voiceability, Doddridge Centre, 109 St James Road, Northampton, NN5 5LD
CONFIDENTIAL EQUALITY MONITORING FORM
The Department of Health requires NHS organisations to collect equality monitoring information. The Trust recognises that equality monitoring is an important way of assessing our services. Monitoring is an essential part of tackling inequality and discrimination, and will help us check whether we are meeting the needs of those that come into contact with our services. To help us, I would be grateful if you will consider completing the form below.
Keeping in touch with your loved one
As a Trust we know it is a very difficult and distressing time for those who have loved ones in our services but are unable to visit them.
NHFT has launched an email service for families and friends which can be used to send letters and photos to people who are inpatients on one of our wards.
Whilst you are unable to visit your loved ones we know that connections are so important.
To do this please email the team at email@example.com and attach your letter and your photos. Please also provide your loved one’s date of birth, full name and the name of the ward they are on if you know it. If you prefer you can complete the online version of this form.
Once we have gotten this, we will print out your letter and your photos and deliver them to your loved one.
If you have any questions about this service or you would rather call to give your message please call our Patient Experience Team on 03000 111 5050 between 10:30am and 12:30am, Monday to Friday.
This service is only available for inpatients wards within NHFT’s services and messages cannot be returned from service users back to you.
Please note this service is for sharing messages ONLY on behalf of friends and families to loved ones in our care. It has not replaced our Patient Advice and Liason Service or Complaints line – please continue to use these in the usual way.