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Patient Experience

Patient Experience, advice and comlaints

Although South Devon and Torbay CCG aims to commission (buy) the highest quality of services, sometimes it may be necessary for you to contact us about a service.

If there's something you're unhappy with, we'd like to know about it, so that we can try to put matters right. We believe that all feedback is an opportunity for us to better understand and improve the quality of services.

I have concerns I would like to raise, or would like information

You can contact our Patient Experience Team to raise informal concerns, receive advice, support, or pass on general comments and compliments. You can call us on 0300 123 1672 or email

Informal enquiries

We can help to sort out problems, if you need a quick solution or you would like us to provide you with an explanation and advice – or you can get in touch if you just want to talk to us about your experience, whether it was good or bad.

I would like to raise my concerns formally and receive a written response
What do I do next?

You can contact us to make a formal complaint by online form, email, telephone, post or in person. Contact details are further down this page.

If you want to register a formal complaint, please do so as soon as you can. This is important as the NHS will only investigate complaints that are either made within 12 months of the event, or made within 12 months of you realising that you have something to complain about.

Please try to provide as much relevant information as you can. We will be able to provide you with details of the advocacy service if you feel you need support in making your complaint.

What happens if I decide to make a complaint?

Making a formal complaint

*We will require written consent if we need to access your health records or work with a third party when investigating your complaint. You can ask a friend or relative to raise a concern or complaint on your behalf. If you do, we will ask you to sign a consent form, giving us permission to disclose your personal information to this person.

Will anything change?

We will always try to ensure that actions as a result of complaints, feedback or comments do make real changes to health services in the future. Anonymous stories are used in training, reporting and monitoring to ensure that the experiences of patients and service users are kept at the heart of service development.

How to contact us

​Telephone: ​0300 123 1672 or 01392 674 806 (Calls to 0300 cost the same as calls to local numbers) lines open Monday to Friday 9am–5pm

​Email: ​

​Post: ​Patient Advice and Complaints Team
​County Hall
​Topsham Road

You can also complete our online Feedback Form by clicking here.

Our policy on handling concerns and formal complaints is here, our redress policy is here and our policy on serious incidents requiring investigation is here. The policy for Never Events is here and the Never Events list is here​.

If you have recently used our service, please take the time to fill in this short survey and tell us about your experience. The survey is here.

Persistent and unreasonable contact:

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.

Our policy on persistent and unreasonable contact can be found here.

Independent Support:

You might want independent support to raise a complaint, the Independent Health Complaints Advocacy Service can help you with this, you can download their leaflet here or contact them on 0330 440 9000 or

Care Opinion:

Care Opinion (formerly Patient Opinion) is a completely independent website where you can leave feedback about health services:

Useful Contacts:

  • Healthwatch Torbay and Healthwatch Devon
  • the independent consumer champions for health and social care across England - Healthwatch Torbay cover Paignton, Torquay and Brixham areas and Healthwatch Devon covers the rest of Devon, except Plymouth