In this section
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.
Patient Advice and Liaison Service (PALS)
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 information sheet to find out.
If you would like to share your views about local health services you can also contact Healthwatch.
How to contact the PALS team
Online form - click to complete the online PALS form
Telephone: 01904 726262
Opening Hours: 08.30-16.30, Monday-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.
There are many different providers for health care and although you attend one of our hospitals it may not be York Teaching Hospital 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.
Main Provider for GP's, Dentists, Pharmacies, Opticians, Prison Health: NHS England
Main Provider of Community Health Services in East Yorkshire (Including District Nurses): City Care Health Partnerships (CHCP)
Main Provider of Mental Health Services for North Yorkshire: Tees Esk and Wear Valleys (TEWV)
Main Provider for GP out of hours (accessed by 111) and urgent Care Centres (for minor injuries and illnesses): Yorkshire Doctors Urgent Care (YDUC)
Main Provider for Scarborough Community Health Service (including District Nurses), Whitby Hospital Community and Mental Health Services for East Yorkshire: Humber NHS Foundation Trust.
Online PALS form:
Click here to complete an online complaint form