If it matters to you, it matters to us…

The Patient Advice and Liaison Service (PALS) offers support, information and assistance to patients, relatives and visitors.

PALS can:

  • help answer any questions you may have about Trust services
  • provide information on Trust services
  • record and pass on your comments and compliments
  • help resolve any concerns you have about the services provided at our hospitals
  • signpost you to our formal complaints process
  • help you access interpreting services
  • provide leaflets in other formats (e.g. Braille, large print, easy read, other languages)

Find and contact us

We have offices located at Maidstone Hospital and Tunbridge Wells Hospital, Pembury. Staff in either hospital can help you, regardless of which hospital you are calling about.

Maidstone Hospital

Located on ground floor, just past Costa Coffee

Opening hours: 9am – 5pm, Monday to Friday
Telephone: 01622 224960 (If the team is busy, you may get an answer machine. Please leave a message and we will return your call as soon as possible)
SMS Text: 07736 195022
RNID Typetalk: dial 18002 followed by 01622 224960
Email: mtw-tr.palsoffice@nhs.net

Tunbridge Wells Hospital

Located on level 0, main entrance and turn right

Opening hours: 9am – 5pm, Monday to Friday
Telephone: 01892 632953 (If the team is busy, you may get an answer machine. Please leave a message and we will return your call as soon as possible)
SMS Text: 07736 195024
RNID Typetalk: dial 18002 followed by 01622 224960
Email: mtw-tr.palsoffice@nhs.net

You can also write to us at:

PALS Team Leader
Maidstone and Tunbridge Wells NHS Trust
Maidstone Hospital
Hermitage Lane
Kent, ME16 9QQ

Patient transport complaints

From 1 July 2013, the patient transport service for patients attending Maidstone and Tunbridge Wells Hospital has been provided by NSL.  We hope that they provide you with a high standard of service, but if you have any concerns or complaints about their service, please contact them directly at the address below:

NSL Complaints, Dane House, Sheldon Way, Larkfield, Aylesford, Kent ME20 6SE

Frequently asked questions

Your common questions answered:

How can I obtain a copy of my / my relative's hospital notes (health records)?

Download a copy of our leaflet In Confidence: Confidentiality and Health Records patient information leaflet which provides information on accessing health (medical) records.

Can my appointment be brought forwards?

Appointments are made in accordance with clinical need.  If your condition has significantly changed since you were referred to the hospital (if you are awaiting your first appointment) or since you were last seen in clinic, you should contact your GP who can reassess the clinical urgency and let our specialists know.  Any queries relating to appointments should be directed to the appropriate clinical administration unit – their contact details will be on your appointment letter.  Unfortunately, PALS do not have the facility to make appointments or change appointment dates.

Can my admission date be brought forwards?

Planned or elective admissions are arranged in accordance with clinical need.  If your condition has significantly changed since you were placed on the waiting list or since you were last seen in clinic, you should contact your GP who can reassess the clinical urgency and let our specialists know.  Any queries relating to admission dates should be directed to the appropriate clinical administration unit – their contact details will be on your admission letter.  Unfortunately, PALS do not have the facility to arrange or change admission dates.

My last admission to hospital was cancelled. Can you guarantee it won’t happen again?

Unfortunately, we can never offer such a guarantee, due to the unpredictable nature of the hospital environment.  Both our hospitals have busy emergency departments which mean we cannot always be certain about the number of patients who may need to be admitted as an emergency.  We monitor our bed situation extremely closely and will do all we can to honour admission arrangements.  However, patient safety is our priority and we will not compromise this.

Some items of property went missing during my recent admission. Will you reimburse me?

We discourage patients from bringing valuable items in to hospital with them, to reduce the risk of items being lost or damaged.  However, we realise that some items are essential, such as glasses, dentures and hearing aids.  If you have any of these items with you, please make sure that the nursing team are aware.  In the unfortunate event that items go missing, we will consider reimbursement on a case by case basis.  In most cases, if you had capacity (i.e. were aware and able to make decisions for yourself), we will expect you to be responsible for any belongings not handed over to staff for safe keeping.  Any decision to reimburse will be taken by senior staff responsible for the ward or department concerned.  Please put any request in writing to the PALS Team, who will forward this on to the relevant person for their decision.

Parking at the hospital is difficult. What is the Trust doing about this?

We are increasing the parking capacity at Maidstone Hospital with 60 additional spaces planned for 2015.  We would encourage people to leave plenty of time to find a parking space and where possible, consider using public transport.

I’m a Blue Badge holder. Why am I being charged for parking?

During the building stage of our new Tunbridge Wells Hospital, a number of public meetings took place in and around Maidstone and Tunbridge Wells. At these meetings the topic of access, and in particular car parking, was raised. During these meetings, our patients who held a Blue Badge told us they did not wish to be treated any differently from other hospital users and it was after these meetings that the Trust board made a decision to introduce car parking charges for Blue Badge holders across both Maidstone and Tunbridge Wells Hospital sites.  We recognise that those on low incomes can find travel expenses difficult to meet.  Further advice on help with travel costs can be found here.