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Compliments, Complaints and Feedback

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

We know that we may not always succeed and that you may feel unhappy with something that has happened to you, a relative or a friend.

If you think we can do better, please let us know. Your comments or complaint will help us to improve our services.

Alternatively, you may wish us to pass on your thanks to a member of staff or a department.

How to pass on your views about our services

If you want to give us your views, make a comment or suggestion or pass on thanks to a member of staff or department, please contact our PALS team.

Friends and Family Test

From 1 April 2013, when you receive care as an inpatient or in an Accident and Emergency (A&E) department, you will be given the opportunity to give your feedback by answering a simple question about your experience.

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

You may be asked to answer the question before going home, or you may be invited to do so by returning a postcard, by phone or on our website. 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.

How to make a compliment

Please let us know if you have any positive comments about the care you have received. These will be passed onto the ward and staff involved in your care via the PALS team. If you would like to nominate a member of staff for the Star Award - Trust's monthly staff recognition scheme - please pick up a nomination form from a member of nursing staff or click here.

How to make a complaint

If there are matters which cause you concern, it is important that you talk to the person in charge of the Ward or Department as soon as the problem arises. Often things can be resolved quickly and we can answer your questions and concerns.

If you would prefer not to talk to a member of staff from the Ward or Department, you can speak to a member of the PALS team. PALS (Patient Advice and Liaison Service) is a focal point for patients and relatives to share concerns and obtain information on a wide range of subjects.


We have PALS teams based at Scarborough and York Hospitals.

Click here for more information about PALS.

Patient Experience Team 

You can also contact the Patient Experience Office at the Trust. The staff in this department handle complaints on behalf of the Chief Executive. This can be done in writing:

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

By telephone: (01904) 725137

By Fax: (01904) 726364

By email

Contact the Chief Executive

You can also write to Patrick Crowley, Chief Executive. 

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

Tel. 01904 725075

NHS Complaints Advocacy Service

York Advocacy Service 

York Advocacy provides NHS Complaints Advocacy to people resident in the City of York. They support people who have a complaint or concern about any aspect of their NHS care and treatment to go through the NHS complaints process. York Advocacy can provide information on making a complaint, writing a complaint letter and accessing your medical records. If you require additional support an advocate can liaise with professionals on your behalf and support you to attend Local Resolution Meetings (LRM) to help you resolve any concerns you have at stage 1 of the complaints process. If you are not happy with the response at this stage they can support you to progress your complaint to the Parliamentary Health Service Ombudsman (PHSO).  

York Advocacy services are free, confidential and independent of NHS services. Advocates listen to what you want and act on your behalf at all times. 

Contact information

Telephone 01904 414357, or email or contact via their website

If you need support to contact York Advocacy you can ask family, friends or other professionals to contact them on your behalf and they will then get in touch with you.

The North Yorkshire NHS Advocacy Service

The North Yorkshire NHS Complaints Advocacy Service provides help for people who live in North Yorkshire who need assistance to complain about any NHS service. This includes hospitals, doctors, dentists, pharmacists, ambulances or any other NHS service whether delivered within North Yorkshire or elsewhwere at a hospital, clinic or in the community. The complaints advocacy service is fully independent of the NHS and can help you voice your concerns. They can help complete any paperwork, leaflets, and support at meetings to help you get your questions answered.

If you do not live within the North Yorkshire area then the North Yorkshire NHS Compalints Advocacy Service is happy to provide you with the contact details of advocacy services in your area.

The service is free and confidential to all NHS patients. For more information, please visit your local Healthwatch website here.

For more information visit the North Yorkshire NHS Complaints Advocacy Service website here.

Contact information

By post

North Yorkshire NHS Complaints Advocacy Service, Tower Court, Oakdale Road, Clifton Moor, York, YO30 4XL.

By phone

Call 0300 012 4212

Open Monday to Friday 9.00am to 5.00pm. Outside of these hours you can leave a message with your contact details and someone will get back to you.

By fax

01924 438444

By email


PALS at York Hospital (01904) 726262

PALS at Scarborough Hospital (01723) 342434


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