Patient advice and complaints

The patient advice and complaints team (PACT) provide patients, carers, family members, the public and staff in northern, eastern and western Devon with help, advice and support with concerns or comments relating to NHS services.

We cover South Hams, West Devon, Plymouth, East Devon, Mid Devon, North Devon and Torridge.

Contact us

Telephone: 01392 267 665 or 0300 123 1672*
Text: 07789 741 099

Post: Patient Advice and Complaints Team, NHS NEW Devon CCG,
FREEPOST EX184, County Hall, Topsham Rd, Exeter EX2 4QL

We are open  Monday to Friday (excluding bank holidays), 9 am to 5 pm. You can contact us by phone, in writing, by email or by speaking to someone in the organisation.

We can also arrange a British Sign Language or other language interpreter. Please let us know if you require a response in another format.

*Calls to 0300 numbers cost the same as calls to 01, 02 numbers and are included in most mobile call bundles.

Help for you

If you need information, advice or assistance about NHS services, please contact us. Where systems or services are not working well, we can help you resolve problems in your care, and use the information to improve services for others.

We specialise in:
  • Problems across a number of services. We liaise with all the services to find out where the problem lies and work to resolve it
  • Issues with hospitals, community services, out of hours or emergency services where you do not want to raise the issue directly with the service themselves
  • Services provided by the CCG, and policies and contracts with local providers commissioned by the CCG. These include gaps in services, individual cases for funding, referral processes, proposals for service change, criteria for access to local services, delays and lack of capacity in local services
  • We work to resolve your concerns as quickly as possible. The majority of issues are dealt with informally and in confidence through our Patient Advice and Liaison Service (PALS).

In some cases, it may be appropriate to make a formal complaint. We can discuss this with you and advise on the options available to you.

We treat you as an individual and seek to understand your issues and concerns. We ensure you are provided with the relevant information to enable you to make an informed choice about how your concerns are progressed and what you can realistically expect as an outcome.

We take what you have to say seriously, are honest about our point of view and are clear about what we can and cannot do.

Download a copy of the PALS and complaints leaflet here PALS leaflet - Easy read Make a complaint - Procedure Make a complaint - Easy read

Patient choice

As part of the Devon Sustainability and Transformation Partnership (STP), the CCG is committed to enabling patient choice as set out in the NHS Constitution.

Click here to read our patient choice statement, including treatment in another European Economic Area country

Zero tolerance to abusive behavior

We are happy to help sort out problems, answer questions or deal with any feedback or complaints that you may have, however all our staff are entitled to carry out their duties without fear of harassment, abusive behaviour, violence or aggression.

The CCG does not accept behaviour towards staff that is harmful, abusive, threatening or aggressive in any way and takes a zero-tolerance approach to behaviour of this kind.

Should staff experience this behaviour they may terminate correspondence without warning. All correspondence to the CCG is logged and further action to protect staff may be taken should it be necessary.

Independent advocacy support

Independent health complaints advocacy support is available to people making a complaint about NHS services.
In Devon, the service is provided by Devon Advocacy Consortium:
Telephone: 0300 343 5707
Text: 07824 905 339

In Plymouth, the service is provided by SEAP:
Telephone: 0300 343 5707
Text: 07824 905 339
Persistent and unreasonable members of the public policy Concerns and formal complaints handling policy Redress policy

South Devon and Torbay CCG

From Tuesday 1 April 2014, PALS queries and complaints raised by patients in the South Devon and Torbay (SD&T) CCG area will be coordinated by SD&T CCG’s new patient experience team.

Please find the contact details SD&T CCG team below:
Telephone: 01803 652 578

GP, dentist, pharmacy, opticians and some specialist services

Please click here for the contact details for other local PALS and complaints services
If your issue solely concerns your NHS GP, dentist, local pharmacist, optician or some specialist services, you should contact NHS England:
Telephone: 0300 311 2233

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