Raising a concern or giving feedback - Patient Advice and Liaison Service (PALS)

About PALS

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

Misunderstandings can easily happen and sometimes can easily be put right.  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 you are worried about so we might try to put it right or to explain what happened and why. We guarantee we will not penalise you (or the patient) in any way or treat you differently as a result of raising your concerns. 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 raise a concern:

  • If you have any concerns, in the first instance please speak to a staff member on the ward or in the clinic.
  • If you are not happy with their response, you can also ask to speak to someone in charge such as the ward manager, matron, consultant or senior matron. Many problems can be resolved by talking things through. 
  • If you have tried this and are still unhappy, please speak to the Patient Advice and Liaison Service (PALS). You may wish to contact them directly if you do not feel able to speak to staff on the ward yourself.  You are welcome to come to one of our offices in person, they are open 9:00am to 4:00pm, every Monday to Friday (excluding bank holidays), or you can telephone PALS at any time. If we are closed we have a messaging service available and we will call you back within 48 hours


Lady on telephone - PET

Speaking your language and helping you to communicate

We can support you to raise your concerns by adapting the way we communicate with you, depending on your needs. If you need communication support such as an interpreter or information in another language, audio, Braille, Easy Read or large print, please let us know. You can also ask someone to contact us on your behalf.

Talk to us patient information leaflet

This leaflet explains how patients can contact East Kent Hospitals with their complaints, comments, concerns and compliments.

Read the Talk to us leaflet

This is also available in other formats:

Other ways to feedback on our services:

Our online patient surveys

If there is anything you would like to tell us about your experience at one of our hospitals - please get in touch or complete one of our online patient surveys.

NHS Choices

Search for our hospitals and comment on NHS Choices

Care Opinion

Search for our hospitals and comment on Care Opinion 

Contact us:

01227 783145
9:00am to 4:00pm, every Monday to Friday (excluding bank holidays, please leave a voicemail if we are busy or closed)


Fill in our web form

Write to:
First Floor, Trust Offices
Kent and Canterbury Hospital
Ethelbert Road

Visit us:

If you would like to visit us in person, we will try to see you as soon as possible, please bear with us if we are dealing with other patients and families.  We can make an appointment to see you if you are unable to wait and we will contact you as soon as we can.

Kent and Canterbury Hospital

The PALS office is located on the ground floor of the Trust Offices, signposted 'Relative Support'.  It is the white building, with a chequered effect, opposite the 1937 entrance.

Queen Elizabeth The Queen Mother Hospital

The PALS office is located at the St Peter’s Road entrance of the hospital signposted 'Relative Support'.

William Harvey Hospital

The PALS office is located at the main entrance of the hospital. Please ask at the reception desk if you wish to see someone from the PALS team.

Royal Victoria Hospital / Buckland Hospital

Issues regarding Royal Victoria Hospital, Folkestone and Buckland Hospital, Dover can be directed to any of the above or by phone or email.