Tel: 01803 862671
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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.
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.
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.
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.
PACT provides help in many ways. For example, it can:
PACT can give you information about:
PACT also helps to improve the NHS by listening to your concerns and suggestions.
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)
Write to: Patient Advice and Complaints Team, FREEPOST EX184, County Hall, Topsham Road, Exeter, EX2 4QL
Patient Experience Team, FREEPOST RTEZ-YHRC-RZKZ, Pomona House, Torquay TQ2 7FF
01803 652578 firstname.lastname@example.org
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 email@example.com
For complaints and concerns relating solely to primary care (GPs). In the first instance please contact the Practice Manager.
If you feel you have not had the service you expected from the National Health Service (NHS) and want to complain, the law says you have the right to have the support of an advocate. An advocate is an experienced worker who can help and support you to make your complaint.
Get an eConsult response
within 48 hours
Medical Care when we are closed
NON-EMERGENCY: Have a look at out "Get health information" page. Alternatively, call 111 for non-urgent medical advice.
MINOR INJURIES: We do not provide a minor injuries service. You should attend A&E or a local minor iunjuries unit. The LIVE WAITING times for these services are listed here.
EMERGENCY: Dial 999 or go to your nearest A&E Department (you must not dial 999 for anything other than an emergency)
If you do need to attend the emergency department at Torbay Hospital please read this leaflet.