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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. You can also read our policy for handling concerns and complaints.


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

  • 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 or responding to the text message that we send you
  • You can telephone or email PALS

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 can also contact Care Opinion.  Care Opinion is a place where you can share your experience of health or care services, and help make them better for everyone.  Care Opinion make it safe and simple to share your story online and see other people's stories too.

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 aim to give all patients in our care the opportunity to provide feedback in a short survey.  We will either give you a card to fill out or send you a text message.  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 people are asked to complete the card before going home and you may be sent a text message after leaving the hospital.  You can also complete the Friends and Family Test at www.patientperspective.org/york.

Any information you share will be treated in confidence, so please tell us exactly what you think.

A family member or carer is welcome to complete the card on your behalf if you are unable to do so.


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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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.