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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.

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. 

Further information

For more information please click on the links below:


The 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
YO31 8HE

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

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
YO31 8HE

Tel. 01904 725075


Contact PALS at 01904 726262

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