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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

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.

Healthwatch
York 

01904
621133 

www.healthwatchyork.co.uk

Healthwatch
North Yorkshire

01904
552687

www.healthwatchnorthyorkshire.co.uk

Healthwatch
East Yorkshire

01482
334999

www.healthwatcheastridingofyorkshire.co.uk


How to contact the PALS team

Online form - click to complete the online PALS form

Telephone: 01904 726262

Email: pals@york.nhs.uk

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.

Issue

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.


Useful links:

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.

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Invitation to attend the Trust’s Annual Members Meeting

Trust members and the general public are invited to find out more about their local hospitals by attending the Trust’s virtual Annual Members Meeting (AMM), incorporating the Annual General Meeting (AGM), on Tuesday 26 October 2021, between 11:00am-12:30pm.