Patient Advice and Liaison Service (PALS)

PALS is a service is for patients, relatives, carers and friends who need somewhere to turn for on-the-spot help, advice and support.

PALS can:

  • advise and support patients, their families, friends and their carers
  • listen to patients’ concerns, queries and suggestions
  • provide information on hospital services and the NHS
  • help sort out problems on your behalf if you’ve not been able to resolve the issue with staff from the hospital department or ward.
  • inform patients, their families and friends and their carers about the Trust’s formal complaints procedure. 

PALS officers are available Monday – Friday from 9am to 5pm. 

Direct line 020 8934 3993 (if a PALS Officer is unavailable, they will respond to you as quickly as they can)


Extension 3993.   When dialling from a hospital phone, or via the switchboard. 

Bleep 993 

The PALS office can be found at the junction of the link corridor and Bernard Meade Wing, close to the hospital main entrance. Please ask a volunteer or a member of staff to show you the way.


Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain.

To find out about how to make a complaint, please ask a member of staff or contact PALS for more information.

If you’re not happy with the care or treatment you’ve received and your concerns have not been resolved with input from PALS, you may wish to make a formal complaint.

You can do this by writing  to our Chief Executive, Jo Farrar or you can email him via

Jo Farrar

Kingston Hospital NHS Foundation Trust
Galsworthy Road
Kingston Upon Thames

POhWER – NHS Complaints Advocacy
The Independent Heath Complaints Advocacy Service can help you make a complaint about an NHS service. The service is free and confidential, and professional advocates will:

  • give you an opportunity to speak confidentially to someone who is independent of the NHS
  • take time to listen to your experience
  • talk with you about what support you need to make your complaint
  • give you information about the different ways that you can raise your concerns
  • help write complaint letters or attend meetings
  • help you to think about what you would like to achieve from your complaint

People want different outcomes when they complain such as an apology, an explanation or an improvement to NHS services.

Anyone can ask for advocacy support with an NHS complaint by contacting them. They have interpreters available if English is not a first language.

Visit, email or call 03004562370


If you have had a positive experience at the Hospital and are pleased with the service you have been provided you can let us know by contacting the Patient Advice and Liaison Service (PALS) 020 8934 3993 or by email

You can also leave feedback by completing our FFT feedback survey online or writing to your hospital department or ward c/o the PALS Office.  Staff are always grateful to receive feedback about the care they have delivered and use it to learn from and improve the services they offer. 

More information about the role of PALS and making a complaint can be found on the NHS website.

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