- Act as a listener to help resolve issues that are concerning you
- Provide advice and information to help you access other NHS and Local services
- Advise and support you, your family, visitors and carers
- Listen to your suggestions, queries and concerns
- Help sort out problems on your behalf
- Provide advice on how to make a formal complaint
- We can also advise you if you would like to become more directly involved in improving your hospital.
Patients, carers relatives, visitors, NHS staff and community organisations
How can I obtain a copy of my / my relative’s hospital records?
How can I cancel or re-arrange an appointment?
Most appointments can be changed or cancelled by calling the Outpatients Appointments Department on 01322 428350, Monday to Friday, 08:30 to 17.00, however please refer to your appointment letter first for contact details. You can also change or cancel your appointment by completing our online form PALS do not have the facility to cancel or change appointment dates.
Can my admission date be brought forward?
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.
What do I do if I need to cancel or change my operation date?
Any queries relating to admission dates should be directed to the Theatre Scheduling Team. Please contact the main hospital switchboard on 01322 428100 and ask to speak to the speciality team within Theatre Scheduling (i.e. Urology, Gynaecology). Unfortunately, PALS cannot arrange or change admission dates. You can also complete an online cancellation form available HERE.
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. Our hospital has a busy emergency department which means we cannot always be certain of 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 cannot be compromised.
How do I make a complaint?
PALS will do all they can to help address concerns that do not need a full investigation or a written response. However, if you wish to make a formal complaint please write to the Complaints Department, Dartford & Gravesham NHS Trust, Darent Valley Hospital, Darenth Wood Road, Dartford DA2 8DA or email email@example.com
How do I make a complaint about the Patient Transport (G4S)
Complaints or compliments regarding patient transport should be directed to 0800 096 0211, firstname.lastname@example.org, or by post at Kent and Medway PTS Contract, Swift House, 18 Hoffmanns Way, Chelmsford, Essex, CM1 1GU. Feedback can also be given online at www.km-pts.co.uk.
Some items of property went missing during my recent stay, can you help to find my lost property?
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. Dartford and Gravesham NHS Trust is unable to accept responsibility or any liability for damages suffered or any loss, however caused to personal property whilst on our premises. However, the PALS team will do their best to locate any lost property by liaising with the relevant wards/departments. Any decision to reimburse will be taken by senior staff responsible for the ward or department concerned. Please complete the attached Report of Loss Form and return it to the PALS team at the main hospital address.