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Contact the Patient Advice and Liaison Service (PALS)

If your concern has not been resolved, or you wish to speak to
someone who was not directly involved with the care, our Patient
Advice and Liaison Service will be able to help. You can call into the
PALS office which is on the ground floor of Hambleden Wing. You
can use the online form available at www.kch.nhs.uk, telephone
020 3299 3601 or email kch-tr.pals@nhs.net.

Making a complaint

If your concern has not been resolved by meeting with the clinical
team or talking with PALS, please ask for a leaflet about the
complaints process. You can use the online form available at
www.kch.nhs.uk/contact/complaints, telephone 020 3299 3209 or
email kch-tr.complaints@nhs.net.

Seeking independent advice, and support about raising concerns

If you raise any concerns about the treatment your relative received,
we will provide you with information and support; and do our best to
answer the questions you have. However, we understand that it can
be very helpful for you to have independent advice. We have included
details below of where you can find independent specialist advice to
support an investigation into your concerns. These organisations can
also help ensure that medical or legal terms are explained to you.
Some of the independent organisations may be able to find you an
‘advocate’ if you need support when attending meetings. They may
also direct you to other advocacy organisations that have more
experience of working with certain groups of people, such as people
with learning disabilities, mental health issues or other specialist
needs.

In addition all local authorities (councils) should provide an
independent health complaints advocacy service, which is
independent of the Trust, that people can access free of charge.

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