Patient feedback

Have your say

It is important for us to be told when we are doing things well; it’s equally important to learn when we need to do better. Your feedback is a vital tool to help us to continue our great work, and highlight areas where we need to improve. We understand the importance of learning from people’s experiences and we welcome all feedback about our Devon out-of-hours (OOH) service. Whether you had a positive experience, or identified an opportunity for us to improve, we want to hear from you.

Feedback direct to the local team

Contact us:

• by post – Patient Experience Team, Stratus House, Emperor Way, Exeter EX1 3QS
• by phone – 0117 2401126 Monday to Friday 9am to 5pm.

Feedback to our head office

• by post – Managing Director, Health Care Division, Practice Plus Group, Hawker House, 5-6 Napier Court, Napier Road, Reading RG1 8BW.

Complaints

You can complain in writing to us in the post, or by speaking to someone in our organisation.

Complaints should be made within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. Family members, carers, friends, or your local MP can complain on your behalf, with your permission.

Complaints to the commissioner

You may wish to complain to the commissioner of the service; this is the organisation that paid for the service or care you received. If you are unsure which NHS commissioner paid for the service, please contact the service direct, and they will provide you with the relevant information.

Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate.

Consent

All patients have the right to confidentiality, therefore if a complaint is received from a patient’s relative, carer or friend, the patient will be contacted and asked to sign a consent form. If a patient is under the age of 16, their representative (e.g. parent or guardian) will be asked to sign the consent form.

Where a patient lacks capacity to give their consent, or where a patient has passed away, our Quality team will contact the patient’s relative, carer or friend to discuss consent options.