This section explains who to contact with your concerns and complaints and how they can help you.
The Patient Advice and Liaison Service (PALS) offers support, information and assistance to patients, relatives and visitors. PALS can help with the following:
Our patient information page gives full details of how you can see your medical records. PALS does not handle these requests; they are handled by the Trust’s Patient Records Service.
For assistance from PALS at Princess Royal University Hospital, Orpington Hospital, Queen Mary’s Hospital and Beckenham Beacon, contact our service at the Princess Royal. We are open from 9am to 4.30pm, Monday to Friday.
Tel: 01689 863252
Our staff will do whatever they can to make sure you receive the highest standard of treatment. But there can sometimes be misunderstandings or you may not be happy with your treatment, and you will want to let us know.
Here we explain your options. We treat every complaint seriously and aim to resolve them as quickly and fully as possible. Making a complaint will not affect your future care or treatment at King’s.
If you have concerns about any aspect of our service, please approach a member of staff in the department or ward and they will try to put things right as soon as they can. If you are on a ward, the best person to speak to is the ward manager or senior nurse on duty. If you are an outpatient, you can ask for help at reception when you attend your appointment.
You can contact the Patient Advice and Liaison Service (PALS) on 01689 863252, 9am to 4.30pm, Monday to Friday. You can also email them at firstname.lastname@example.org. They may be able to help resolve problems or give you useful information.
If the PALS team cannot deal with your concerns or you want to make a formal complaint, you can do this in the following ways:
So we can process your complaint letter or email, it would be helpful if you could include:
If you are complaining on behalf of someone else, we may need to get their authorisation confirming that they have given permission for us to provide you with details of their care. We will send you a form to complete.
We will acknowledge formal complaints within three working days. We will carry out a full investigation which we normally aim to complete within 25 working days. But if your complaint is particularly complex or involves a number of different specialists or services, we will contact you to agree an alternative schedule.
If it is appropriate, and you agree, we can arrange for you to meet with the clinical teams involved in your care to discuss your concerns. We may also agree to ask an independent clinician to review the patient records and provide a report on the care we provided. The Chief Executive sees every complaint made and will write to you once our investigation has finished.
If you are not satisfied with how we have dealt with your complaint, or if we cannot resolve your complaint, you have the right to appeal to the Parliamentary and Health Service Ombudsman and ask for a review of your case.
If you are not satisfied with how we have dealt with your complaint, or if we cannot resolve your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Ombudsman is independent of the NHS. We will send you further details of this process with our responses to your complaint.
If you feel that you need support to raise your concern or complaint, you can contact POhWER’s NHS Complaints Advocacy Service. They can provide independent, free and confidential information and support to people wishing to make a complaint about the NHS.