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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.


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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