In this section
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 officer 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.
Click here to complete an online complaint form.
What can I expect if I complain?
You should:
- Have your complaint acknowledged within three 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 PALS
Core opening hours are Monday to Friday, 8.30am-4.30pm
- Telephone: 01904 726262 (Monday to Friday, 10-11am)
- Email: yhs-tr.PatientExperienceTeam@nhs.net
- Online form: PALS form
- Write to: PALS, York Hospital, Wigginton Road, York, YO31 8HE
You may find these documents helpful: Patient Experience leaflet and Patient Experience Easy Read leaflet.
Can I get help to make my complaint?
If you would like help making 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 complaining about their NHS treatment or care.
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York Advocacy |
01904 414357 |
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Cloverleaf Advocacy (covering North Yorkshire) |
0300 012 4212 |
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Cloverleaf Advocacy (covering East Riding of Yorkshire) |
0300 012 4212 |
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 may contact the person who carried out the investigation.
If you are still unsatisfied 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.
Address:
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk
Phone: 0345 015 4033
