In this section
Patient experience
Your experience matters
Would you like to say thank you, make a comment, get an answer to a concern, or make a formal complaint?
We are always interested to hear from patients, relatives, and carers about our services or about the care we provide.
You can find out more about the feedback process by viewing our Your Experiences Matter leaflet or our Your Experiences Matter Easy Read leaflet.
Listening to your feedback
We aim to provide safe, effective healthcare to our community. Your feedback, both positive and negative, helps us improve the quality of our care.
Most NHS care and treatment goes well. If you have received excellent care or had a particularly good experience, we'd love to hear about it.
However, things can sometimes go wrong. If you are unhappy with your care or the service you have received, it is equally as important to let us know so we can improve.
How to give feedback about the care you have received
- You can speak directly to a member of staff such as the ward sister, matron or community nurse.
- You can give feedback, good and bad, by filling in a Friends and Family Test card or responding to the text message that we send you
- You can telephone or email PALS
All your comments will be shared with the staff involved in your care so that we can recognise good practice and improve our services. All information will be treated confidentially.
You can also contact Care Opinion. Care Opinion is a place where you can share your experience of health or care services, and help make them better for everyone. Care Opinion makes it safe and simple to share your story online and see the stories of others, too.
How to provide positive feedback about the care you have received
You can submit your compliment on Care Opinion.
Or you may wish to nominate a member of staff for a Star Award, which recognises the achievement of staff who have made a difference by doing something extra in their everyday work for patients, visitors, or colleagues.
Friends and family test
We aim to give all patients in our care the opportunity to provide feedback in a short survey. We will either give you a card to fill out or send you a text message. There is also an opportunity to add your own comments, for example, why you have selected your answer or any improvements you think we could make.
Most people are asked to complete the card before going home and you may be sent a text message after leaving the hospital. You can also complete the Friends and Family Test at www.patientperspective.org/york.
Any information you share will be treated in confidence, so please tell us exactly what you think.
A family member or carer is welcome to complete the card on your behalf if you are unable to do so.
I don’t want to complain but I want something to be done
If you are unhappy with any aspect of your care, please try and discuss your concerns early on with a member of staff from the relevant service (e.g. one of the doctors, nurses or other staff 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 you bring concerns to our attention, it will not affect your future treatment or care. The Trust has a policy of dealing with problems openly. We welcome all comments and will do everything possible to put things right.
In some cases, you may feel more comfortable speaking to someone not directly involved in your care; our PALS team is here to help.
If you'd like more information on how to tell us about your experience you can read our patient experience leaflet.
