https://kingstonhospital.nhs.uk/information/this-is-about-how-to-make-a-comment-or-complaint
 | We would very much like you to tell us straightaway if you are unhappy with your care or treatment, as most problems can be sorted. |
 | Also, there are two options at the hospital for you to provide us with comments or complaints about the treatment that you or your family may have had. |
 | This service is for patients, family members, friends and carers who need somewhere to turn to for help, advice and support. |
 | PALS is where you can go to get information. They can help with problems or worries that you may have about hospital services. |
 | If you have spoken to staff on the ward or clinic and your issue has not been sorted then you can contact PALS. |
 | If you feel you are still having issues after you have contacted PALS, then they can give you information on how to make a formal complaint. |
| The PALS service runs: Monday to Friday from 9am to 5pm (if a PALS Officer is not around they will reply to you as quickly as they can.) |
 | The PALS office is by the link corridor and Bernard Meade Wing. Telephone number: 020 8394 3993 Email: khft.pals@nhs.net |
 | If you are still unhappy, please write to the Chief Executive at the address in this leaflet. You can also call the Chief Executive’s Complaints Office on 020 8546 7711, extension 2250 between 9am and 5pm Monday to Friday or email your concerns to: khft.complaints.team@nhs.net |
 | Your complaint will not in any way affect any future treatment you may need. |
 | Comments are welcomed for all users of our services. The trust aims to ensure the treatment of patient care to all patients, whatever their age, colour, background, nationality, physical or mental disability, race or religion. |
 | It is important that the Trust Board understands issues that are raised at the hospital. When your complaint is shared with them, they will keep any information private. |
 | If you would like independent support for your complaint (this means help from someone who has no connection with the hospital) you can contact the Independent Health Complaints Advocacy Service (IHCAS). This is a free service that can help you to make a complaint about the National Health Service (NHS). |
 | For details of your local office please visit www.pohwer.net or call their helpline on 020 3553 5960 |
 | If you are a resident of the London Borough Of Richmond upon thames contact Cambridge House on 020 7358 7000 or www.ch1889.org |
| Patient Advice & Liaison Service (PALS) Direct line: 020 8394 3993 Internal extension: 3993 or 993 |
 | Chief Executive’s Complaint’s Office Telephone: 020 8546 7711 ext 2250 |
 | When a complaint is sent we will investigate. We will then: Reply within 3 working days. |
 | Look at the complaint and investigate. |
 | Provide a detailed reply to the complaint within 25 working days where possible or a timeline as agreed with you. |
 | Keep the person informed of the way things are going and if the investigation will take longer. Meet with the person where needed. Use the complaint to make any needed changes to the service. |
 | Log your complaint on our computer. |
| Please note two very useful points: In the interests of privacy, we must have the patient’s consent to continue with the complaint and to give information to a third party. We will only look at complaints within 12 months of you being aware of the problem. |
 | If you have any comments or ideas that you think would help us to make our services better, please raise the issue with the head of the department involved or let our PALS team know. |
 | The staff in the hospital are always happy to have a positive comment. You can do this by writing a short note to the Chief Executive and your comments will be passed on to the staff. |
 | If you would like the information contained in this leaflet in an another format such as large print, audiotape, braille or in another language, please call 020 8934 2003. |
| Translate | Please speak to a member of staff before or during your visit to the hospital if you require translation. |
| Accessibility | Please contact the Patient Experience Team on 020 8934 3850 if you need this information in a different format. For information accessibility please visit Kingston Hospital AccessAble www.accessable.co.uk/kingston-hospital-nhs-foundation-trust |
| Support services
www.kingstonhospital.nhs.uk Switchboard 020 8546 7711 |
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Please speak to a member of staff before or during your visit to the hospital if you require translation support to access Patient Information. Please ring the phone number on your appointment letter, if you have one.
Please contact the Patient Experience Team on 020 893 3850 if you need this information in a different format.
For detailed information on accessibility at Kingston Hospital visit Kingston Hospital AccessAble (https://www.accessable.co.uk/kingston-hospital-nhs-foundation-trust).
Visit the hospital website, ask a member of staff, or ring us for details.