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
Email: 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 hereClick here to download this file
Add this document to cartPALS leaflet - Easy readClick here to download this file
Add this document to cartMake a complaint - ProcedureClick here to download this file
Add this document to cartMake a complaint - Easy readClick here to download this file
Add this document to cart
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
Email: dac@seap.org.uk
Website: www.devonadvocacy.org.uk

In Plymouth, the service is provided by SEAP:
 
Telephone: 0300 343 5707
Text: 07824 905 339
Email: dac@seap.org.uk
Website: www.seap.org.uk
Dealing with habitual or vexatious members of the public policyClick here to download this file
Add this document to cartConcerns and formal complaints handling policyClick here to download this file
Add this document to cartRedress policyClick here to download this file
Add this document to cart
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
Email: patientfeedback.sdtccg@nhs.net
Website: www.southdevonandtorbayccg.nhs.uk/contact-us/patient-experience
GP, dentist, pharmacy, opticians and some specialist 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
Email: England.contactus@nhs.net 
Please click here for the contact details for other local PALS and complaints servicesClick here to download this file
Add this document to cart
Rate this Page.
Great
Okay
Bad