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Making a formal complaint

Patients, relatives and carers sometimes need to turn to someone for immediate help and advice. Our PALS team is here for you. We have advisors at York and Scarborough Hospitals, and the team can be contacted by telephone on 01904 726262 or by emailing

If you wish to make a formal complaint, we make every effort to deal with it:

  • directly and quickly
  • with honesty and fairness
  • with confidentiality

We will acknowledge your complaint within three working days, at which point we will:

  • offer to discuss how your complaint will be handled
  • offer a meeting so you can talk to appropriate staff about your concerns
  • tell you when the investigation will be completed and when we will send a full written response
  • start to investigate all the issues you raise, and build a report which addresses your concerns and identifies improvements we will make

Getting help with your complaint

You may want support from an independent advocate. They can offer practical support such as help writing letters or acting as an advocate for you at meetings.

York Advocacy: 01904 414 357

Cloverleaf Advocacy: 0300 012 4212

If you are not happy with our response

Please contact us as soon as you can - we will always try to resolve your complaint to your satisfaction. This might involve further investigations or a meeting.

If after our best efforts, you are unhappy with our attempts to resolve your concerns, you can ask the Health Service Ombudsman to review it.

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P 4QP

0345 015 4033 (Monday-Friday 8:30-5:30)

You may also contact the Care Quality Commission to inform it of concerns you have about the services provided by the Trust.

CQC Yorkshire and Humberside, Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA.

03000 616161

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While contagious viruses are active year-round, winter is a prime time for norovirus, colds, influenza (flu), and other respiratory illnesses.


These infections are highly contagious, so we urge people to stay away unless their visit is absolutely essential to help reduce the spread of infection within our hospitals.

Hospitals are full of sick people, many of them frail and elderly, so bringing germs into a hospital is the worst thing you can do.  We have an active programme of infection prevention but we can’t spot visitors who really shouldn’t be here.  Please stay at home if you’re unwell to help aid the wellbeing and recovery of our patients.