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Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) provides free, confidential help and advice for patients, carers and families.

They can help if you have a question or concern about any of our services.

We want our patients to have the best possible experience of our care.

One of the best ways to improve our services is to listen to your feedback. The more we know about your time with us, the more we can learn how to deliver better care in future. This is how you can tell us what we got right and how we could do better.

Talk to us

If you do have a problem or concern about the care and treatment you are receiving, the best thing to do is raise it with us straight away so that we can do our best to put it right.  Please talk to your healthcare professional, a member of reception team or phone your service.

FFT, compliments and complaints

The Friends and Family Test is a quick and easy way for all patients to share feedback, and there are also several ways to send a compliment or complaint – see the links below.

NHS Adult Inpatient Survey 2025

The hospital is conducting a survey to find out what patients thought about their care during their overnight stay.

This is part of a national programme to improve patients’ experiences while in hospital. Taking part in the survey is voluntary and all answers are confidential.

If you are invited to take part, your name, phone number and postal address will be shared with researchers, who will send you a letter and text message reminders. You can complete this survey online or on paper.

If you do not want to take part, or have any questions about the survey, please contact Lee Walsh, Patient Experience and Involvement Lead, Kingston Hospital, Galsworthy Road, KT2 7QB. Lee.Walsh@nhs.net or 0208 934 2504.