Making a complaint
At 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
If you would like to talk to our Patient Advice and Liaison Service (PALS) please visit their page 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-4pm
- You can call our complaints department free on 0800 917 7206, 9am-4pm
- You can e-mail PALS or the complaints team at PALS@nhft.nhs.ukor email@example.com
- 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.
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.
Handling complaints during Covid-19 pandemic
As you will be aware from the media, this is a time of exceptional demand for the NHS. It is inevitable that there has been an immediate and continually growing impact on the capacity of NHS organisations. In these exceptional circumstances, the Trust has made the decision to suspend the NHS Complaints Procedure until further notice to allow our clinical staff to focus on delivering patient care. Please be aware that we are assessing the urgency of complaints on a case by case basis, if appropriate our Complaints Team will be sharing concerns with safeguarding/patient safety for review and action as appropriate. At this time we need to inform you that although we are registering your complaint, unless there is an informal resolution that can be achieved, our investigation into your complaint will not commence until the national suspension is lifted. We will continue to review, not investigate, all complaints that are received by the Trust during this time and that any learning from our complaints will be shared as appropriate to ensure we can continue to learn from complaints during this time.
Please be assured that this decision has not been taken lightly, but is essential in order to enable frontline staff (who would be involved in the complaint investigation) to continue to provide care for our patients. This action has been implemented with the best interests of those patients requiring urgent care and support at this difficult time.
Keeping in touch with your loved one
Email a letter and photos to your loved one
As a Trust we acknowledge the very difficult and distressing times our loved ones, their families, friends and carers are experiencing at this unprecedented time. Northamptonshire Healthcare NHS Foundation Trust has therefore launched a new email service for families and friends which can be used to send letters and photographs to people who are an inpatient within one of our ward setting.
During this time, when you are not able to visit your loved one in hospital, you may wish to email them a letter and one or two photographs.
To do this, please email us at firstname.lastname@example.org attaching your letter and photograph(s). Please also provide your loved one’s date of birth and full name along with the ward they are staying on if known. There is also an option of completing an online form with these details, this is available on the the link below.Keep in touch with your loved ones
Upon receipt, we will print out your letter and photographs and deliver them to your loved one.
If you have any questions about emailing a letter or if you would rather call through your message, please call our Patient Experience Team on 03000 111505 between 10:30am and 12:30pm Monday - Friday
Please note this message service is only for inpatient wards within Northamptonshire Healthcare NHS Foundation Trust 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 PALS or Complaints line – please continue to use these in the usual way.