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Patient Experience

Your experience matters

Would you like to say thank you, make a comment, get an answer to a concern or make a formal complaint?

We are always interested to hear from patients, relatives and carers about our services or about the care we provide.

You can find out more about the feedback process by viewing our Your Experiences Matter leaflet or our Your Experiences Matter Easy Read leaflet.

Listening to your feedback

At York Teaching Hospital NHS Foundation Trust, we aim to provide safe, effective healthcare to our community. Your feedback, both positive and negative, helps us improve the quality of our care.

Most NHS care and treatment goes well. If you have received excellent care or had a particularly good experience, please let us know.

However, things can sometimes go wrong. If you are unhappy with your care or the service you have received, it is important to let us know so we can improve. 

How to give feedback about the care you have received (comment, concern or compliment) 

  • You can speak directly to a member of staff such as the ward sister,  matron or community nurse
  • You can give feedback, good and bad, by filling in a Friends and Family Test card
  • You can telephone or email PALS
  • You can use social media including Patient Opinion or NHS Choices

All your comments will be shared with the staff involved in your care so that we can recognise good practice and improve our services.  All information will be treated confidentially.

You may wish to nominate a member of staff for a Star Award which recognises the achievement of staff who have made a difference by doing something extra in their everyday work for patients, visitors or colleagues.

Friends and family test

We try to give all patients in our care the opportunity to complete a short feedback form.  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.

If you wish to complete the Friends and Family test online, you can do so by visiting our official patient perspective webpage.

I don’t want to complain but I want something to be done

If you are unhappy with any aspect of your care, please try and discuss your concerns early on with a member of staff from the relevant service (e.g. one of the doctors, nurses or other staff caring for you).  Often they can resolve the issue quickly for you or provide you with information or advice to help you decide what to do.

If you bring concerns to our attention it will not affect your future treatment or care.  The Trust has a policy of dealing with problems openly. We welcome all comments and will do everything possible to put things right.

In some cases, you may feel more comfortable speaking to someone not directly involved in your care; our PALS team is here to help.

Your feedback, both positive and negative, helps us improve the quality of our care.

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We are asking visitors to help us protect patients from highly contagious winter infections by not visiting friends and relatives in hospital when you have been unwell or in close contact with someone with flu or norovirus.

We are experiencing a high level of norovirus and flu in our hospitals, which has resulted in the closure of wards and bays in order to stop the spread.  Closing wards can help to contain the viruses but visitors can play a huge part and we would ask you to think carefully before paying any non-essential visits at this time.

While viruses are active year-round, winter is a prime time for norovirus, colds and influenza, commonly known as flu.  These infections are highly contagious, so when they are brought into a hospital environment they can easily spread to staff and vulnerable hospital patients.

Norovirus, which causes diarrhoea and vomiting, is one of the most common stomach bugs in the UK.  It's also called the ‘winter vomiting bug’ because it's more common in winter, although you can catch it at any time of the year.  Norovirus can be very unpleasant but it usually clears up by itself in a few days.

Flu is a common infectious viral illness spread by coughs and sneezes.  It is a major killer of vulnerable people.  People aged 65 and over and people with long-term health conditions, including diabetes and kidney disease, are particularly at risk.  If you have flu, please stay away until you are better.  The virus is highly infectious and outbreaks can happen quickly.

Please stay away if you have signs or symptoms of either virus, and do not visit until you have been clear of symptoms for at least 48 hours.  If symptoms persist (more than 48 hours), the advice is to phone your GP or NHS 111.