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Patient Experience

At York Teaching Hospital NHS Foundation Trust we aim to provide the best possible services for our patients, their families and their carers.

One of our Trust Core Values is “listening in order to improve” and we take this very seriously.

Listening to your experiences helps us to improve our service, which will benefit everyone in the future.

When we get it right

If you have received excellent care or had a particularly good experience, please let us know. You might want to thank a member of staff, or just share some positive comments. You could tell the Ward Sister or Service Manager, let our Patient Advice and Liaison Service (PALS) team know, or send a letter to us. Comments will be passed on to the staff involved in your care.

The Trust runs a monthly staff recognition scheme called the Star Award. If you would like to nominate a member of staff for the Star Award please pick up a nomination form from a member of staff or click here.

Receiving formal compliments can boost staff morale. They also help us identify areas of best practice which we can share around the Trust to try and make sure we provide a consistent, high quality service.

Friends and Family Test

We try to give all patients in our care the opportunity to complete a short feedback form which asks the question:

“How likely are you to recommend this ward / outpatient service / A&E department to friends and family if they needed similar care or treatment?”

Extremely likely / Likely / Neither likely nor unlikely / Unlikely / Extremely unlikely / don’t know.

There is also an opportunity to add your own comments, for example why you have selected your answer or any improvements you think we could make.

Most patients are asked to answer the question before going home, but people attending our A&E departments may be sent a text message after leaving. Your answer will not be traced back to you and your details will not be passed on to anyone - so please tell us exactly what you think. A member of your family or a friend is welcome to help you give your feedback to the question if you are unable to.

When we get it wrong

We know we don’t always succeed in getting things right. You might feel unhappy with something that has happened within our Trust, and you may think we can do better. If this is the case, please talk to us.

We encourage you to tell a member of staff about your concerns as soon as possible, because most of the time staff can answer questions immediately, and put things right quickly.

This might be the Sister in Charge on your ward, or an outpatient Service Manager. Any member of staff should be able to help you find the right person to speak to.

If you need to take your concerns further, our Patient Advice and Liaison Service (PALS) can help you. They can also tell you about how to make a formal complaint. 

PALS

Patients, relatives and carers sometimes need to turn to someone for immediate help and advice. Our PALS team is here for you. We have advisors at York and Scarborough Hospitals, and the team can be contacted by telephone on 01904 726262 or by emailing pals@york.nhs.uk.

They aim to:

  • Listen to your suggestions or queries and help to settle concerns promptly
  • Advise and support you
  • Provide information on NHS services

Things the PALS team can’t offer include:

  • Counselling
  • Diagnosis
  • Detailed medical information
  • Advocacy

If PALS can’t help you, they will refer you to other sources of help.

Information shared with PALS is treated seriously and with respect. With your consent they may share information with other professionals so they can help you further, but otherwise all information will be kept confidential.

Click here for more information about PALS.

How you can make a formal complaint

If you wish to make a formal complaint, we make every effort to deal with it:

  • directly and quickly
  • with honesty and fairness
  • with confidentiality

We will acknowledge your complaint within three working days, at which point we will:

  • offer to discuss how your complaint will be handled
  • offer a meeting so you can talk to appropriate staff about your concerns
  • tell you when the investigation will be completed and when we will send a full written response
  • start to investigate all the issues you raise, and build a report which addresses your concerns and identifies improvements we will make

Getting help with your complaint

You may want support from an independent advocate. They can offer practical support such as help writing letters or acting as an advocate for you at meetings.

York Advocacy: 01904 414 357 http://www.yorkadvocacy.org.uk/

Cloverleaf Advocacy: 0300 012 4212 http://www.cloverleaf-advocacy.co.uk/

If you are not happy with our response

Please contact us as soon as you can - we will always try to resolve your complaint to your satisfaction. This might involve further investigations or a meeting.

If after our best efforts, you are unhappy with our attempts to resolve your concerns, you can ask the Health Service Ombudsman to review it.

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P 4QP

http://www.ombudsman.org.uk/

phso.enquiries@ombudsman.org.uk

0345 015 4033 (Monday-Friday 8:30-5:30)

You may also contact the Care Quality Commission to inform it of concerns you have about the services provided by the Trust.

CQC Yorkshire and Humberside, Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA.  www.cqc.org.uk

03000 616161

Patient Experience Team

All of the above services make up our Patient Experience Team. You can write to us at:

Patient Experience Office
York Teaching Hospital NHS Foundation Trust
The York Hospital
York
YO31 8HE

You can call us on 01904 725137 or you can email us.

Contact the Chief Executive

The Patient Experience Team manages all complaints on behalf of Patrick Crowley, Chief Executive, but if you would like to write to him directly, please do.

York Teaching Hospital NHS Foundation Trust
The York Hospital
Wigginton Road
YORK
YO31 8HE

Tel. 01904 725075

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PALS at York Hospital (01904) 726262

PALS at Scarborough Hospital (01723) 342434


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