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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 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.



North Yorkshire


East Yorkshire


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.

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.

Online PALS form:

Click here to complete an online complaint form

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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

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.