Complaints

  • We make every effort to give the best service possible to everyone who attends our practice.

    However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

    To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.


    Violence Policy

    The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.


    Bullying and Harassment 

    Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect. In line with the rest of the NHS and to ensure this is fully observed we have instigated a Zero Tolerance policy to Bullying and Harassment, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

    Anyone patient who verbally abuses a member of practice staff will be sent a letter from Practice Management confirming that this behaviour will not be tolerated. Any future violation of this policy may result in removal from the Practice patient list. The Police will be called in all cases of violence. The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non observance will not be accepted.

  • Patient Advice and Complaints Team (PACT) and Patient Experience Team

    The Patient Advice and Liaison Service (PALS) are now the Patient Advice and Complaints Team (PACT) and offer confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

    You can find officers in your local hospital.

    How can PACT help?

    PACT provides help in many ways. For example, it can:

    • help you with health-related questions
    • help resolve concerns or problems when you're using the NHS
    • tell you how to get more involved in your own healthcare

    PACT can give you information about:

    • the NHS
    • the NHS complaints procedure, including how to get independent help if you want to make a complaint
    • support groups outside the NHS

    PACT also helps to improve the NHS by listening to your concerns and suggestions.

    How do I contact my nearest PACT?

    From 25th June 2018 the Patient Experience Service (PALS) will be moving to Exeter and becoming the Patient Advice and Complaints Team (PACT) which will be covering the whole of Devon. Patients wishing to feedback on local health services, or would like to make a formal complaint need to be given the following contact information:

     Telephone: 01392 267665 / 0300 123 1672 (Monday – Friday 9am – 5pm)

    Email: pals.devon@nhs.net

    Write to: Patient Advice and Complaints Team, FREEPOST EX184, County Hall, Topsham Road, Exeter, EX2 4QL


    Patient Experience Team

    Patient Experience Team, FREEPOST RTEZ-YHRC-RZKZ, Pomona House, Torquay TQ2 7FF

    01803 652578   patientfeedback.sdtccg@nhs.net

    For complaints, comments, advice and support relating to community services and secondary care (Hospitals) and for general advice relating to NHS services.

    NHS England, PO Box 16738, Redditch, B97 9PT

    0300 311 2233  england.contactus@nhs.net

    For complaints and concerns relating solely to primary care (GPs).  In the first instance please contact the Practice Manager.