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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 PALS teams - please see information below.

Contact details

Kingston Hospital PALS
Direct line: 020 8934 3993 
Email: khft.pals@nhs.net

Richmond community PALS
Free phone: 0800 953 0363
Email: pals.hrch@nhs.net

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

When we have received your complaint, we will contact you to talk about it and agree with you how we will handle it. We will find out what has made you unhappy and why it happened.

We will also agree with you what we will do and how long it will take. If the investigation is likely to take longer than expected, we will contact you as soon as possible to agree a suitable extension.

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.enquiries@ombudsman.org.uk

Address: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

You may find it helpful to speak to an independent advocate for guidance about your complaint. They can offer support in drafting letters of complaint or by attending meetings with you.

Tel: 020 7358 7007

Email: richmond@ch1889.org