Patient Experience Team (PALS)

The Patient Experience Team is on hand to listen to your feedback and help you with any concerns you might have over the quality of your care.

We are always looking to improve our services for patients and visitors, and welcome compliments, comments, concerns and complaints.

We are responsible for providing an understanding and sensitive first response to your feedback and for passing concerns and complaints to directorates and departments for investigation.

We will work with you to clarify the precise nature of your concerns and identify what you would like to achieve by making contact with us. We will then explore the various available options to help you resolve your problem. Finding the most suitable way forward, in agreement with you, is a very important first step in dealing with your concerns. If the issues you have raised involve a number of organisations, we will seek your consent to share your concerns and arrange a co-ordinated response.

Sometimes a more formal investigation or independent medical review may be the best way forward. The Patient Experience Team can discuss this with you and agree how to progress with an agreed timescale for a response.

Contact us online:

Please get in touch if you have a compliment, comment, concern or complaint to share with us.

Compliments, comments, concerns and complaints

Compliments are a helpful way of letting staff know when they are getting it right. They can be given directly to an individual, team or department, or you can share them with the Patient Experience Team via the telephone, email, letter or our online form.

Comments are really valuable to us because they help us to improve or change the way we do things. Please do get in touch if you have any comments about the way we run our services – we’re always keen to get input from our patients and their families.

If you have a concern about your care, treatment or experience with us, please raise it with the nursing staff or medical team who are involved in your care in the first instance. Often they are best placed to provide you with an explanation about why something has or has not been done. The majority of concerns can be resolved quickly and easily this way.

If your concern or complaint cannot be answered by the ward or department, or if you’re dissatisfied with the response, please contact the Patient Experience Team.

Alternatively, you may prefer to contact the North Yorkshire NHS Complaints Advocacy Service, which provides help for people who need assistance to complain about NHS services. This service is independent from the NHS, confidential and free.

If you feel uncomfortable about making a complaint, you can nominate a friend or member of your family to act on your behalf. Please note that we will need your written consent before we can share information with them.

What happens next?

Once the Trust has had the opportunity to look into your concerns and reply to you, we will check that you are happy with our response and the way we have dealt with this. We are usually able to resolve your issues, but if you are not satisfied and it is felt that there is nothing further to be achieved at a local level, you could contact the Health Service Ombudsman and ask them to review your concerns.

Opening hours

Monday – Friday: 9.30am – 4pm

Contact us

Patient Experience Team

The Patient Experience Team: 01423 555499
Minicom: 01423 554466
Email:  thepatientexperienceteam@hdft.nhs.uk
Out of hours: The Chaplaincy Service is always on call and may be able to assist. It can be contacted via the Trust’s switchboard on 01423 885959.

Or you could write to:

Dr Ros Tolcher, Chief Executive
Harrogate and District NHS Foundation Trust
Lancaster Park Road
Harrogate
HG2 7SX

Independent Health Complaints Advocacy Service

Telephone: 0300 012 4212
Email: helpwithnhscomplaintsnorthyorks@cloverleaf-advocacy.co.uk
Website: www.helpwithnhscomplaintsnorthyorks.org
Address: 4 Devonshire Court
Green Lane Trading Estate
Clifton
York
YO30 5PQ

Health Service Ombudsman

Telephone helpline: 0345 0154033
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000