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Patient Advice and Liaison Service (PALS)

If you are unhappy with any aspect of your care (or that of a loved one), please try and discuss your concerns early on with a member of staff who is 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 your concerns cannot be discussed with a member of staff caring for you or you feel more comfortable discussing your concerns with someone not involved directly in your care you can contact our Patient Advice and Liaison Service.


PALS offers impartial advice and assistance to patients, their relatives, friends and carers.  We can listen to feedback (positive or negative), help you get answers to your questions and liaise on your behalf to help resolve any concerns about our Trust services.

Please note that the PALS team cannot offer counselling, a diagnosis, detailed medical information or advocacy.  However, please be assured that if PALS can’t assist you we will direct you to other sources of help.

What information should you provide PALS?

We require the name, date of birth and address of the patient concerned and details of your concern.  Please also provide us with your contact telephone number

If you are a relative, friend or representative of a patient we cannot provide any personal information without the consent of the patient.  PALS will advise you if consent is required.

If you prefer, you can provide anonymous feedback.  Please ensure that you provide us with enough information so that we can pass on your comments to the relevant service.

What's the difference between PALS and the complaints procedure?

Please read our PALS information sheet to find out.

How to contact the PALS team

Click to complete the online PALS form

Telephone: 01904 726262


Occasionally, you may want to speak to us in person. Our offices are located at:

York Hospital

Main corridor, Junction 4

Scarborough Hospital

By the main reception

Opening hours: 8:30am to 4:30pm, Monday to Friday

Please note that if all our advisers are dealing with other queries we may not be able to respond to you straight away. If you email or telephone PALS, we aim to get back to you within two working days and messages are checked regularly.

If your concern relates to your care or the care a loved one is receiving or has received, we will aim to respond within two working days, but it may take a little longer at very busy times.

Please do not call and send an email as this may delay our response to you.  

If your concern is about any of the following issues please contact the relevant team who will be able to help you.



Advice / Contact

Waiting for appointment/unsure when your appointment is?

The Covid-19 pandemic has had a huge impact on service delivery across the NHS and there are delays as a result.

Please call the Contact Centre on 01904 726400

The contact centre team is best placed to advise you about your appointment.

Unable to get through to a ward

We know this is a worrying time and are aware of the challenges when visiting is restricted due the pandemic. Please persevere and try the ward again later.  PALS does not have an alternative number to ring and we are unable to put calls through to wards.

If you do not have the ward number please contact Switchboard on 01904 631313

If your query relates to being on a waiting list

Please contact the Waiting List Team directly to discuss your concerns if you have the number or Switchboard will be able to put you through to the relevant team.

If you have a query about test results

Please contact the team looking after you or your GP as they are best placed to discuss your results with you and agree next steps.

There are many different providers for health care and although you attend one of our hospitals it may not be York and Scarborough Teaching Hospitals NHS Foundation Trust that is responsible for providing your care.  In these instances, we can signpost you to the correct organisation for you to raise a concern with.

If you would like to share your views about local health services you can also contact Healthwatch.


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Information for visitors

Norovirus is highly infectious and can spread easily

Please do not visit our hospitals if you or a member of your household has had nausea, diarrhoea, or vomiting within the last 48 hours. This is to prevent the spread of norovirus in our hospitals.

See more information on norovirus.

York Hospital car park

On Saturday 22 June, we will be carrying out essential work on our multi-storey car park. Traffic management will be in place to support the work taking place and minimise disruption to visitors. Thank you for your patience.