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Making a complaint

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We are committed to improving services by listening to patients, their families and carers.

Our aim is to offer a compassionate and efficient service to all our patients and visitors and if we have let you down, we are truly sorry. 

Please let us know what has gone wrong so that we might try to put it right or to explain what happened and why. You have our absolute assurance that we will not penalise you (or the patient) in any way or treat you differently as a result of a complaint being made. Feedback helps us to improve our services leading to positive experiences for our patients and their relatives or carers.

There are several ways that you can make a complaint:

  • Speak to a person in charge of the ward or clinic: often the best way of getting your problem sorted out is to ask to speak to the person in charge of the ward or clinic. The member of staff can often do something straight away, which avoids you (or the patient) becoming more anxious or distressed
  • Ask for help through PALS: if you would rather ask for help from someone else, the Patient Advice and Liaison Service (PALS), will do their best to help you.  If they cannot resolve your problem, then they will be able to give you clear, friendly advice as to what your next steps should be.  There is a PALS office on all three main hospital sites; ask for directions, or

How to contact PALS:

PALS is available from 9:00am to 4:00pm on 01227 783145 or 01227 864314, Monday to Friday (excluding Bank Holidays). If you get the answer phone, please leave a message, including your name and your telephone number and we will get back to you within one working day. You can also leave a message if you prefer to telephone out of office hours.

You may also raise your complaint by writing to the Chief Executive at:
Kent & Canterbury Hospital
Ethelbert Road
Canterbury
CT1 3NG

A complaint may be made by a patient, or by someone acting on behalf of the patient or person, with their consent. It is important to remember that when someone is making a complaint on behalf of a patient, the Trust cannot respond to the concern without the patient’s consent.

Normally, complaints should be made within six months of the event concerned, or within six months of the complainant becoming aware of the matter which is the subject of the complaint. Once we receive your letter, a member of the Patient Experience Team will contact you and advise you of the best way to take your complaint forward to find a resolution.

Trust staff are committed to resolving issues that are raised locally, and listening to people’s concerns so we can make changes in practice where necessary. However, if complainants remain dissatisfied with the Trust’s response, they can ask the Parliamentary and Health Service Ombudsman (PHSO) to review their complaint.  Details will be provided about the PHSO in the response to the complaint.

SEAP (Support Enable Advocate Promote) can help if you feel you have not had the service you expect from the National Health Service (NHS) and want to complain but you are unsure about how to do so, or need someone to you support you through the process. The independent health complaints advocacy service they provide is free and confidential.  SEAP can help you make a complaint about any aspect of your NHS care or treatment.

SEAP Hastings
Upper Ground Floor
Aquila House
Breeds Place
Hastings
East Sussex
TN34 3UY

Tel: 0330 440 9000
Email: info@seap.org.uk
Website:   www.seap.org.uk
Fax: 01424 204687

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