This is an HTML version of an attachment to the Freedom of Information request 'Continence Care & Home Delivery'.


NORTHAMPTON GENERAL 
HOSPITAL NHS TRUST
Information
Freedom of Information 
(FOI) Act 2000
Complaints procedure
Making a complaint
Northampton
General Hospital
NHS Trust

Introduction
At Northampton General Hospital NHS Trust, we aim to provide 
services of a consistently high standard. To help achieve this aim, 
we want to hear any suggestions, comments or complaints you 
may have on the services we provide under the FOI Act 2000.
The FOI Act 2000 gives people a general right of access to 
information held by most public authorities, including Northampton 
General Hospital NHS Trust.
This leaflet tel s you how to let us know if you are dissatisfied with 
our services under the FOI Act, or feel that you have been unfairly 
treated by us. These concerns may be about our Publication 
Scheme or about the outcome of a request for information.
How to make an FOI complaint
In most cases, the Information Governance Manager will be able 
to resolve any concerns you have as they arise.  Contact details 
for the Information Governance Manager are: Tel 01604 523881
If you are unhappy with matters concerning our Publication 
Scheme or if you are dissatisfied with the handling of your request 
for information, you may make a written complaint including email/
ask for an internal review to the Information Governance (I.G.) 
Team, Northampton General Hospital NHS Trust, Cliftonville, 
Northampton, NN1 5BD. Email: xxx@xxx.xxx.xx  Fax:  (01604) 
545890.
Written complaints regarding our Publication Scheme should be 
submitted as soon as possible.
Complaints/internal review requests about written requests for 
information should be submitted to the Trust within two months 
of the date of receipt of the final response to your request for  
information.
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What should be included 
in your letter of complaint?
It will help us if you could show 'FOI Complaint' at the top of your 
complaint letter or in the subject line of your email, and then:
(a) Tell us what your complaint is.
(b) Explain what happened, or what went wrong (details); and
(c) Tell us what you would like to happen - do you want an apology?
This will help to clarify the issue for the internal review at 
Northampton General Hospital NHS Trust and to make sure that 
we have a shared understanding of your concerns.
Our response to you
On receipt of your written complaint an acknowledgement will be sent 
to you within 2 working days. It will then be investigated as quickly 
as possible and every effort made to send a full response within 20 
working days of receipt.
In the event that investigations are not complete, we will contact you 
again to keep you informed of progress.
If, after investigations by Northampton General Hospital NHS Trust, 
you remain dissatisfied with the outcome of your complaint, you may 
wish to consider taking your complaint further as outlined below.
External appeal to the 
Information Commissioner
If we are unable to provide you with a satisfactory response to 
your  complaint  you  can  ask  the  Information  Commissioner  to 
investigate further. You should do this as soon as possible and 
within two months of receiving the Trust's final response. 
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Complaints about possible breaches of the FOI Act 2000 should 
be sent to:
FOI Case Reception Unit
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
http://ico.org.uk
Please note that the Information Commissioner is a regulator, not 
an ombudsman.  He will make an assessment as to whether or 
not the provisions of the FOI Act 2000 have been complied with.
For more information on when and how to complain to the 
Information Commissioner, please read the Information 
Commissioner's Office leaflet: Freedom of Information Act 2000 
and Environmental Information Regulations 2004: When and 
how to complain, available from the ICO website www.ico.org.uk
Hospital information
Northampton General Hospital operates a smoke-free policy. This 
means that smoking is not allowed anywhere on the Trust site, 
this includes all buildings, grounds and car parks.
Car parking at Northampton General Hospital is extremely limited 
and it is essential to arrive early, allowing ample time for parking. 
You may find it more convenient to be dropped off and collected.
This information can be provided in other languages and formats 
upon request. Contact (01604) 544516 or the Patient Advice & 
Liaison Service (PALS) on (01604) 545784, email: pals@ngh.
nhs.uk
© Northampton General Hospital NHS Trust, Cliftonville, Northampton NN1 5BD.  
www.northamptongeneral.nhs.uk    Desktop Publishing by Medical Illustration
Version 4.1.  Updated December 2014
NGV887