In this section
Patient Advice and Liaison Service (PALS)
The Trust's PALS offers impartial advice and support to patients, relatives, friends, and carers. We can help you with concerns about your care or the care of a loved one.
If you are unhappy with any aspect of your care (or that of a loved one), please try to 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 them with someone not involved directly in your care, you can contact PALS. We recognise that being in hospital can cause difficulties, and we are happy to listen and offer our support.
PALS
PALS can:
- Listen to you and advise on the options available to help you resolve your concerns.
- Help you get answers to your questions, liaising with the various departments in our hospitals on your behalf.
We aim to respond to all emails within five working days but please be aware it may take a little longer at busy times.
Click here to complete the online concern form.
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 name, contact telephone number, and address.
If you are a relative, friend, or representative of a patient, we cannot provide any personal information without the patient's consent. We 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.
Please note, PALS is unable to:
- Address issues about other health care providers. There are many different providers for healthcare and, although you may 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.
- 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.
- Bring forward an appointment/procedure date for you. All patients are reviewed by a medical staff member to ensure they are triaged appropriately. PALS is unable to speed up appointments and, if your condition has changed, we encourage you to speak with your GP directly.
- Provide you with feedback if we do not have consent. Consent from the patient is important; if it is not provided, PALS will not be able to provide feedback. Consent is needed if the patient is over 16 years old and you are liaising with PALS on their behalf.
How to contact PALS
Core opening hours are Monday to Friday, 8:30am-4:30pm
Telephone: 01904 726262 (Monday to Friday, 9-11am and 1-3pm)
Email: yhs-tr.PatientExperienceTeam@nhs.net
Online form: PALS form
Write to PALS at:
PALS,
York Hospital,
Wigginton Road,
York,
YO31 8HE
Occasionally, you may want to speak to us in person. Our offices are located at:
York Hospital, Main corridor, Junction 4
Scarborough Hospital, by the main reception
FAQs
If your concern is about any of the following issues, please contact the relevant team who will be able to help you.
Delays to planned care/appointment query
We thank you for your patience during this challenging time. Please be assured that the Trust will write to you as soon as possible with details of your appointment, procedure or surgery. Please note that PALS is unable to bring forward appointments or surgery dates.
How can I cancel or change an appointment?
If you need to cancel or change your outpatient appointment, please call the Contact Centre on 01904 726400. PALS is not able to cancel or change appointment dates.
Enquiries about inpatients
Please call the ward directly and ask to speak to the nurse in charge or the ward manager, who will be able to assist you with any ward issues.
Unable to get through to a ward
We know this is a worrying time but 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.
Access to medical records
For information on how to request access to your health records, please visit the Access to health records page.
Waiting list query
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.
Test results
PALS is not a clinical service, and we cannot provide medical advice, information or 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.
Making a complaint
If you feel the need to submit a formal complaint about any aspect of your experience, we will be happy to advise and guide you through the complaint procedure.
Click here to learn more about making a formal complaint.
Healthwatch
If you would like to share your views about local health services you can also contact Healthwatch.
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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
Click here for our Patient Experience leaflet and Patient Experience Easy Read leaflet.
