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PET Complaints, Comments, Concerns, Compliments
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Patient Experience Team and PALS

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 right, wrong or is a concern 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.

You are welcome to come to one of our offices in person, they are usually manned from 9:00am to 4:00pm, Monday to Friday, or telephone us at any time. We have a messaging service available and we will call you back within 48 hours.

Unfortunately we are not available at the weekend, however a 24hr messaging service is in operation and a member of staff will call you back on Monday (unless a Bank Holiday).

Lady on telephone - PET

Speaking your language and helping you to communicate

We can support you during a complaint or concern by adapting the way we communicate with you depending on your needs, for example, we can provide interpreters, use Braille, large print or audio formats.

Please let us know if we can help by sending an email to

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

Patient Opinion

Contact us

  • Phone: 01227 783145 or
    01227 864314

  • email:

  • Write to:
    Patient Experience Team,
    First Floor, Trust Offices,
    Kent and Canterbury Hospital,
    Ethelbert Road,
    CT1 3NG

Visit us

If you would like to visit us in person, please be aware that you may not be able to speak with someone straight away as we could be dealing with other patients and families. Please leave your name and telephone number if you are unable to wait and we will contact you as soon as we can.

Kent and Canterbury Hospital

The Patient Experience Team (PET) office is located on the ground floor of the Trust Offices, signposted 'Relative Support'.

Queen Elizabeth The Queen Mother Hospital

The Patient Experience Team (PET) office is located at the main entrance of the hospital (St. Peters Road Entrance), signposted 'Relative Support'.

William Harvey Hospital

The Patient Experience Team (PET) office is located at the main entrance of the hospital. Please ask at the reception desk if you wish to see someone from the Patient Experience Team.

Royal Victoria Hospital / Buckland Hospital

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

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