Compliments and complaints

Help shape future healthcare

Your views play a critical role in helping us develop our services. We would greatly appreciate your feedback to help us improve services for you and other people.

We believe that understanding and responding to patient experience information, from complaints or compliments, can improve services. By learning from your experiences, we will be able to identify any learning that will help us to address the situation and shape future healthcare. 

Our Patient Advice and Liaison Service (commonly known as PALS), will work with you to track your compliment or complaint.

Compliments

Please tell us when you are happy with your care.

If you wish to register your compliments for our services or staff you can write to us or use our online contact form.

Kent and Medway NHS and Social Care Partnership Trust
PALS and Complaints Team
St Martin's Hospital
Littlebourne Road
Canterbury
Kent CT1 1TD

Complaints

If you are unhappy with the service you receive, please talk initially to a member of staff or your local service manager. Please read our Your Right to Complain section.

If you do not feel comfortable talking to someone directly, you can ask for someone independent to help you. 

If staff have been unable to resolve your concerns and you want to make a formal complaint, please contact one of the PALS and Complaints team. All complaints will be listened to and thoroughly investigated.

You will be treated with courtesy and respect at all times. Making a complaint will not harm or prejudice the care that you, or your relative, are given.

Contact us 

PALS and Complaints Team (West Kent)
Priority House
Hermitage Lane
Maidstone
ME16 9PH
Tel: 0800 587 6757

PALS and Complaints Team (East Kent)
St Martin's Hospital
Littlebourne Road
Canterbury
CT1 1TD
Tel: 0800 783 9972