Friends and Family Test
If you have concerns or are unhappy about any of our services, you have the right to complain and to have your complaint investigated. Making a complaint will not negatively affect your care or treatment. Complaints help us to make things better for everyone.
There are also ways to send a compliment if you feel a staff member or team has done a great job.
Give a compliment
Our staff would love to know if you have had a good experience. If a member of staff or a team has done a great job, you can tell them in person or send a card to say 'thank you'.
If you don't want to give a compliment directly, you can get in touch with our Patient Advice and Liaison Service (PALS) or send them an email. Just remember to tell us what service the compliment is about so we can pass it on to the right team.
Raise a concern
If you are unhappy about something that has happened to you or your loved one, try to tell a member of staff so they can sort it out.
We encourage you to do this as soon as a problem arises so we can try to resolve it quickly.
If you cannot do this or you want to discuss your concern with someone outside of the service, you can contact our Patient Advice and Liaison Service (PALS)
If you don’t feel your concerns have been resolved, you can make a formal complaint by email, letter or verbally to our complaints teams - please see information below:
Contact details
Kingston Hospital Complaints Team
Direct line: 020 8934 2250
Email: krft.
Richmond community PALS
Free phone: 0800 953 0363
Email: pals.
You can also write directly to our Chief Executive, Jo Farrar:
Jo Farrar
Kingston and Richmond NHS Foundation Trust
Galsworthy Road
Kingston Upon Thames
KT2 7QB
Your complaint will be acknowledged in writing and passed to the relevant team to commence a detailed investigation. This team may also make further contact with you. We aim to respond to you within 25 working days and the Complaints Team will inform you of any delays.
If you are not happy with the response to your complaint, you can ask the Parliamentary and Health Service Ombudsman to review your case.
Tel: 0345 015 4033
Email: phso.
Address: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
If you require independent support in relation to your complaint, you may wish to contact the Independent Health Complaints Advocacy Service (IHCAS) which 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 please contact Cambridge House on 020 7358 7000 or www.