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What is the Patient Advice and Liaison Service (PALS)?

As a patient, relative or carer, sometimes you may need to turn to someone for on the spot help, advice and support. If needed, we will help you to sort out any concerns you may have about the care we provide and we can guide you through the different services available within the NHS.

How to contact the PALS team

The Trust PALS team now covers community services in Selby, York, Scarborough, Whitby and Ryedale as well as York Hospital.

You can contact PALS on 01904 726262 or at

You can also contact the team by completing a leaflet and posting it in the PALS postbox in the main entrance.

Wards and departmental staff can also contact PALS on behalf of patients and visitors where appropriate.

Alternatively you can write to: PALS, York Teaching Hospital NHS Foundation Trust, Freepost, NEA 11112, York, YO30 7ZZ.

You can contact the team by telephone between the hours of 8.40am and 4.30pm on those days, or an answerphone facility operates out of office hours.

**Unfortunately the PALS team is currently experiencing a period of unplanned absence and it is therefore taking the team longer to respond to enquiries than usual. We sincerely apologise for this temporary reduction in service however, please be assured that someone from the team will get back to you as soon as possible, or within two working days.

If your call is urgent please dial 01904 631313 and ask for the Operator. Please ask to speak to the Matron in charge of the area or ask to be transferred to the Matron of the Day for York or Scarborough Hospital. We would like to thank you for your understanding (updated 23 March 2015).

What does PALS offer?

PALS focus on improving the service to NHS patients. The service aims to:-

  • Listen to your suggestions or queries and help sort out any concerns quickly

  • Advise and support patients, their families and carers

  • Provide information on NHS services

PALS does not offer counselling, diagnosis or detailed medical information.

Is the service confidential?

Yes, everyone in the NHS has a duty to keep any information about you confidential. We will not share any information you give us without your permission. We keep records of enquiries for monitoring purposes which you have the right to see any any time.

What happens if PALS can't help me?

If we are unable to assist, we will refer you to other sources of help.

You may wish to complain formally to York Teaching Hospital NHS Foundation Trust. PALS will give you advice and information on how to do this.


Call PALS on (01904) 726262.

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