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Compliments, concerns, comments or complaints

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 download and print this form which can then be completed and posted back to us using the Freepost address on the form.

Alternatively, you can e-mail pals.york@york.nhs.uk or pals.scarborough@york.nhs.uk

How to make a complaint

Please click here to download our information leaflet.

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. The 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. The PALS team can be contacted as below and are available Monday to Friday 8.40 am to 4.30 pm.

Outside of the PALS team's working hours (8.40 am - 4.30 pm Monday to Friday) you can speak to the Duty Bed Manager. To contact the Duty Bed Manager, please telephone 01904 631313 and ask for the Duty Bed Manager.

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 Hospitall
York
YO31 8HE

By telephone:-

York (01904) 726262

By Fax:-

York (01904) 726862

By e-mail:-

patientexperienceteam@york.nhs.uk

You can also write to Patrick Crowley, Chief Executive. His address is:-

Mr Patrick Crowley - Chief Executive
York Teaching Hospital NHS Foundation Trust
The York Hospital
Wigginton Road
YORK
YO31 8HE

Tel. 01904 725075

Independent Complaints Advocacy Service

ICAS provides support to people who want to complain about their NHS treatment. ICAS is part of the Carers' Federation, is totally independent of the NHS and the service is free and confidential to all NHS patients. For more information, please visit the Carers' Federation website at www.carersfederation.co.uk.

Policies

• Concerns and complaints policy and procedure

• Being open with patients policy