Compliments, complaints and feedback

Here we explain how to offer comments, suggestions, feedback, appreciation or make a formal complaint. 

We value your feedback

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

• when we do things well
• when we get things wrong or we need to improve
• when you have suggestions and feedback.

Compliments and positive feedback

We work hard to offer the best possible care and really appreciate positive feedback.
If you have had a great experience with us, you can share your feedback a number of ways.

• Tell a member of staff in person or send a card.
• Get in touch with our Patient Advice and Liaison Service (PALS).
• Write to our Chief Executive. We will make sure your letter is forwarded to the person or team involved.

Concerns and complaints

If you are unhappy about something that has happened to you or your loved one, we recommend the following.

1. Talk to staff
   Try to tell a member of staff as soon as possible so they can sort it out quickly. Speak to the member of staff involved, the nurse in charge, or the head of department. This can often resolve the problem.
2. Talk to manager
   If you have tried talking to staff and/or wish to take the matter further, you can ask to speak to the matron, lead nurse or service manager for the area [how to find out?].
3. Talk to PALS
   If you cannot talk to the staff or you want to discuss your concern with someone outside of the service, you can contact our Patient Advice and Liaison Service (PALS).
4. Formal complaint
   At any stage, you have the right to make a formal complaint - see below.

Patient Advice and Liaison Service (PALS) 

Our PALS team offers confidential advice, information and support for patients, relatives and carers.

The PALS team can do the following.

• Listen and respond to concerns, suggestions or queries.
• Help to resolve problems on your behalf by liaising with hospital staff.
• Arrange for you to meet members of staff responsible for your care.
• Accompany you to consultations and meetings to give you support.
• Liaise with other organisations on your behalf.
• Offer advice on our formal complaints service (including information on how to seek independent advice on making a formal complaint).
• Feed your views back to the Kingston Hospital Chief Executive and Trust Board.
• Help Kingston Hospital to learn from your experiences and comments.

Formal complaints

You have the right to make a complaint about any aspect of care provided by our Trust.

People often find it useful to discuss concerns straight away with the ward or department, or with one of our PALS advisors. However, you do not need to have done this before you make a formal complaint.

A formal complaint should usually be done within 12 months of the event in question.

Our experience shows that when someone puts their complaint in writing, it helps them to consider the questions they wish to be addressed and the outcomes they wish to see. This is helpful as we try to resolve your complaint. 

How to make a formal complaint

To make a formal complaint, you can contact our Chief Executive's Complaints Office.

It is useful to to remember the following when making your complaint.

• We usually only investigate complaints within 12 months of you becoming aware of the problem.
• All complaints are treated in confidence and will not compromise any future care you receive.
• To investigate your complaint, staff involved in the investigation may need to view your health records.
• When your complaint is shared with Trust Board members, they keep any identifiable information strictly confidential.
• If you want to make a complaint on behalf of someone else, they will need to give their permission before we can investigate. They will need to sign a consent form provided by the complaints team.

Complaint process

When we receive your complaint, we will investigate as required by the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

This means, we will aim to do the following.

• We will investigate your complaint thoroughly.
• We will use your complaint to improve any shortcomings in the services we offer.

Timings

• We will acknowledge your complaint within 3 working days of receipt.
• Where possible, we will give you a detailed response within 25 working days, or within a time frame agreed with you.
• We will keep you informed if the investigation takes longer than anticipated.
• We will meet you in person, whenever this is appropriate.

If you are still not happy

We will do everything we can to resolve your complaint and make sure you are satisfied with the outcome of our investigation.

If you are not happy with our response, you can ask the Health Service Ombudsman to review your case. We will send you information about this process as part of our report to you.

• Helpline 0345 015 4033
• Monday to Thursday 9am to 4pm, Friday 8.30am to 12pm

Help making a complaint

If you need help to make a complaint, you can speak to an advocacy organisation which helps people make complaints about NHS services.

• You can talk to the Independent Health Complaints Advocacy Service (IHCAS). This is a free and independent service that can help you make a complaint about the NHS. For details of your local office, contact POhWER (020 3553 5960).
• If you are a resident of the Borough of Richmond upon Thames, contact Rethink Advocacy (0300 790 0559).

More information

NHS information on giving feedback on NHS services or making a foral complaint.