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The Patient Experience Team (PET) (also known as PALS) offer general advice, support and guidance to individuals who wish to provide feedback about our services.
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How we can help
How we can help
We want everyone who uses our services to have a good experience.
If something has gone wrong, or you are unhappy with your care or treatment, it is often best to first speak to the person delivering the care or the staff in charge of the team or service. They will try to sort things out with you.
If you do not feel able to do this, or would prefer not to, the Patient Experience Team can endeavour to assist you.
We will try to help resolve your concerns. If this is not possible, you can make a complaint and we will explain what to do. We are separate from the clinical teams.
To look into your concerns, we may need to look at clinical records and speak to other teams if needed.
If your concern is about another person, we may need their permission before we can help. We will tell you if this is needed.
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Patient Experience Team
Wonford House, Dryden Road
Exeter
EX2 5AF
Opening hours
Opening hours are Monday to Friday, 10am to 4pm (closed bank holidays).
01392 675686
dpt.pet@nhs.net
- Compliments
- Advice and information
- Have your say
- Complaints
- Contact the Patient Experience Team
- Your feedback as a carer is important to us
Compliments
If you are pleased with the care or support you received, we would love to hear from you. Your positive feedback helps give staff recognition and provides them with further encouragement to keep providing the best possible care. To share a compliment, please complete the form here.
Advice and information
The Patient Experience Team provides the Patient Advice and Liaison Service (PALS). We can offer confidential advice, support, information and signposting. We can listen to your concerns and, contact services or teams on your behalf. Our aim is to make it easy for patients, relatives and carers to get their voice heard.
Have your say
We welcome your feedback, as it helps us understand what is working well and where we can improve.
Our surveys include the nationally required Friends and Family Test questions. All questions are optional, so you can answer as many or as few as you wish.
Please complete our survey here, or contact the Patient Experience Team to share your experience. You can email us at dpt.pet@nhs.net or call 01392 675686.
Complaints
If you have concerns about your care, please speak to a member of staff involved in your care first. They may be able to explain what has happened or help put things right quickly.
If you would rather not complain, you can also share your experience through our patient or carer surveys. Taking part is voluntary and confidential, please click here to view our surveys page.
Sharing feedback or making a complaint will not affect your care.
You can complain if you use, have used, or have been affected by our services. You can also complain on someone else’s behalf if you have the right consent or legal authority.
Complaints should usually be made within 12 months.
The Patient Experience Team will:
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Acknowledge your complaint within three working days
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Give you a reference number
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Work with the Investigating Officer to ensure there is an agreement with you on what will be investigated, understands the outcome you are hoping for, and know how long the process is likely to take
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Make sure your response letter explains what we found, any learning identified and any action taken.
Support and advocacy:
The Patient Experience Team can explain the process and offer support. You can email us at dpt.pet@nhs.net or call 01392 675686.
In Devon and Torbay the Devon Advocacy Consortium (DAC) coordinate the NHS complaint advocate support. They help you understand the complaints process, can assist you to write a complaint and communicate with the Patient Experience Team on your behalf.
Artificial Intelligence (AI) may be a helpful tool to plan or write your complaint. This can be useful if you are unsure where to start, want help organising your thoughts, or would like support making your wording clearer.
Your complaint should still reflect your own experience. The most helpful information is what happened, how it affected you and what you would like to happen next. Simple, honest wording is usually best.
Please be cautious about the information you enter into AI tools. Avoid including sensitive personal details unless you are confident about how the information will be used, stored and protected.
You could ask an AI tool to help structure your complaint, summarise your main concerns, or make your wording clearer. We recommend avoiding prompts that ask AI to add legal arguments, formal legal language or references to laws , as this may not apply to the treatment you received.
Before sending your complaint, please check the wording carefully to make sure it is accurate , personal to you and says what you want it to say.
Unresolved complaints
If you remain unhappy after our response, please tell us. You can also contact the Parliamentary and Health Service Ombudsman (PHSO).
Our commitment to you
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We will be open, honest and fair
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We use feedback and complaints to improve services
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Making a complaint will not affect your care.
Contact the Patient Experience Team
Patient Experience Team
Email: dpt.pet@nhs.net
Telephone: 01392 675686
Monday to Friday, 9am to 4pm, excluding bank holidays.
Your feedback as a carer is important to us
If you are a family member - parent, sibling, grandparent or other carer - supporting someone who uses services at Devon Partnership NHS Trust, you can e-mail the Patient Experience Team, complete our carers survey here or give the team a call on 01392 675686.