Compliments and complaints

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.


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 contact form below.


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' information

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.

Protecting you and our staff

We hope you agree we all have the right to be treated with both dignity and respect.
KMPT does not accept abusive, racist, derogatory, threatening, inappropriate behaviour or language.
We work closely with Kent Police and will report any instances of such behaviour immediately.

Healthwatch Kent and Medway

Some people may prefer to share their experience of using our services with an independent organisation.

Healthwatch is a patient group and is set up to listen to the experiences and views of anybody who uses our services, including families and carers.

They have a freephone Helpline and people ready to listen to you about your experience. They will anonymise your feedback before working with us to improve the service based on your comments.


  • Call: Freephone 0808 801 0102 between the hours of 10:00 – 16:00 Monday to Friday
  • Text : 07525 861 639. Text 'Need BSL' for our British Sign Language Communicator to contact you.
  • Post: Please note our office is currently closed due to Covid restrictions so we are unable to collect
    any post.  FREEPOST RTLG-UBZB-JUZA Healthwatch Kent, Seabrooke House, Church Rd, Ashford,
    TN23 1R
  • Message: Healthwatch Kent online feedback form
  • Website: Healthwatch Kent


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