Feedback and complaints 

We want our patients to have the best possible experience.

To make sure we get things right, we want to know:

  • what we do well
  • what we need to improve
  • suggestions and feedback.

Give feedback

We want to know about your experience. You can share your feedback in a number of ways. 

  • Tell a member of staff in person or send a card or letter to the department.
  • Complete the Friends and Family Test (FFT), which is a quick anonymous survey. Complete this on our website, or we may give you a card to fill in, an iPad, or a link via a text message.
  • Get in touch with our Patient Advice and Liaison Service (PALS) in person or by email, phone or letter.
  • Write to our Chief Executive. We will make sure your letter is forwarded to the person or team involved.

Raise a concern

If you have a concern, tell a member of staff so it can be resolved as quickly as possible. 

PALS    

If you cannot raise a concern with staff directly, or you want to discuss it with someone outside the service, contact our Patient Advice and Liaison Service (PALS).

PALS is for patients, relatives, carers and friends who want help to sort out problems or concerns.

PALS is open Monday to Friday, 9am to 5pm. Contact us via phone or email. If you want to speak to someone face to face, you can also come to the Kingston hospital office without an appointment. 

Make a formal complaint

If you do not feel your concerns have been resolved, you can make a formal complaint via our complaints teams.

You can also write directly to our Chief Executive:

  • Jo Farrar
    Kingston and Richmond NHS Foundation Trust
    Galsworthy Road
    Kingston Upon Thames
    KT2 7QB

The complaints team will acknowledge your complaint in writing. They will then make sure the department concerned carries out a detailed investigation. 

We also have more information about formal complaints, including what to expect and when.

Support to make a complaint

If you need independent support to make a complaint, you can contact the Independent Health Complaints Advocacy Service (IHCAS). This is a free and independent service that can help you make a complaint about the National Health Service (NHS). 

For details of your local office: