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Making a complaint

What if I want to make a complaint?

You can complain in writing, by email or by speaking to someone in the Trust.  You can also contact PALS and an adviser will be happy to give you help and advice if you are unsure whether or how to complain.

You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. A   family member, carer, friend or your local MP can complain on your behalf with your permission.


What can I expect if I complain?

You should:

  • have your complaint acknowledged within 3 working days and formally investigated
  • be kept informed of progress and provided with a full response
  • be reassured that your care and treatment will not be affected as a result of making a complaint
  • be offered the opportunity to discuss the complaint with the lead investigator
  • expect appropriate action to be taken following your complaint

How to contact the Complaints Team 

Online form - click to complete the online complaints form

Telephone: 01904 725137

Email: complaints@york.nhs.uk

Opening Hours: 08.30-16.30, Monday-Friday

You can write to us at:

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

The Complaints Team manages all complaints on behalf of the Chief Executive, Simon Morritt, however if you prefer you can contact him directly at the address above.


Can I get help to make my complaint?

If you feel you would like help to make your complaint support is available.  A complaints advocate is independent of the NHS and can offer practical support such as help with writing letters, attending a meeting with you and explaining the options available.

This service is free to anyone making a complaint about their NHS treatment or care.

York Advocacy 

01904 414357 

www.yorkadvocacy.org.uk
Cloverleaf Advocacy (covering North Yorkshire)

0300 012 4212

www.cloverleaf-advocacy.co.uk
Cloverleaf Advocacy (covering East Riding of Yorkshire) 0300 012 4212 www.cloverleaf-advocacy.co.uk

If you are unhappy with the outcome of your complaint

We hope our response will resolve your issues. If you have any questions at this stage you will be able to contact the person who carried out the investigation.

If, after this, you are still not satisfied with our handling of your complaint, you have the right to refer your case to the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England.  It is an independent service which is free for everyone to use.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
www.ombudsman.org.uk
phso.enquiries@ombudsman.org.uk
0345 015 4033
Monday-Friday 8:30-5:30

 Contact us

Monday-Friday

08.30-16.30

01904 725137

complaints@york.nhs.uk

Online complaint form:

Click here to complete an online complaint form

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Blood taking, York Hospital

Due to COVID-19, from Monday 6 April the Phlebotomy service at York Hospital outpatient department will be closed until further notice.

We will continue to offer a blood taking services for patients who have urgent bloods requests only, at the nearby Nuffield Hospital. The urgency will have been identified during your medical appointment. Please access the Nuffield Hospital via the main reception and from there you will be directed to Phlebotomy. Please take a seat and wait to be called.

Patients who have routine blood test for yearly check-ups should not attend. Instead, please contact your GP to request an appointment at the GP surgery for your bloods to be taken.


Maternity services

If you are due to have a baby, please visit our website for up to date information about maternity services at this time https://bit.ly/39ANleP


Haematology and Oncology services

With effect from Monday 6 April there will be temporary changes to the Haematology and Oncology services at Scarborough and York Hospital.  These decision have been made on the grounds of patient safety in the current coronavirus pandemic.  Find out more here.


Visiting cancelled

Due to the increasing number of cases of coronavirus across the UK, York Teaching Hospital NHS Foundation Trust has made the decision to cancel all visiting to all its hospital sites in order to ensure the safety of patients and staff.

There are three exemptions to the ruling which are for one parent of a sick child under 18, for the partner of a woman giving birth and end of life patients at the discretion of the ward sister.

We would ask people to respect this decision and to treat our staff, who will be enforcing the visiting restrictions, with courtesy and respect.  For more information visit our website.


Outpatient appointments

We know that NHS services will come under intense pressure as the coronavirus spreads, and as a Trust we need to redirect staff, free up staff for refresher training and carry out any works as necessary, so we are able to maximise capacity for patients for when the number of infections peak.  We also need to reduce the number of people coming into our hospitals to protect our patients, as well as keeping our staff safe, well and able to come into work.

To do this, with effect from Tuesday 24 March 2020, along with other trusts in the Humber Coast and Vale partnerships, we have made the collective decision to suspend all non-urgent routine outpatient appointments for at least three months.  Urgent and emergency cases and cancer appointments will be carrying on as normal.

These are unprecedented times and we thank you for your understanding.  We know many people waiting for treatment will be disappointed or worried but please not contact the hospital as we will be contacting everyone directly affected in the coming days and weeks.

If you do not receive a letter or a phone call from the hospital, please turn up for your scheduled appointment as normal unless you have symptoms of coronavirus, a cold, flu or norovirus in which case you should contact us to cancel your appointment by clicking here.