Feedback matters

Feedback matters

We want to know what you think about our services. Your feedback helps us to continually improve, by celebrating what went well and learning from what could be done better. That’s why we are committed to listening to your feedback and encourage you to share your experiences no matter what. See below for the different ways to feedback. 

Celebrating great care

If you’ve had a good experience then please let us know. Positive feedback boosts staff morale and reinforces good practice, improving care. There are a number of different ways you can let us know:

Patient Feedback Card

People who have visited our services will be asked to fill out a Patient Feedback Card; this includes the Patient, Friends and Family Test.

The Friends and Family Test is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

The feedback gathered is used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care. 

National Surveys

If asked, please take the opportunity to feedback in one of the national patient surveys (click here to find out more on the NHS England website), when they take place. 

Contact us

Please contact our Patient Advice and Liaison Service (PALS).

Your feedback will be logged, included in the Patient Experience reports and fed back to the relevant teams.  

Raising questions and concerns 

Speak to a member of your clinical team

If you have questions or concerns about any aspect of your care, please talk to a member of your clinical team as soon as possible. This way we can do our best to tackle the issue as swiftly as possible.  

Patient Feedback Card

People who have visited our services will be asked to fill out a Patient Feedback Card; this includes the Patient, Friends and Family Test.

The Friends and Family Test is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

The feedback gathered is used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care. 

Contact PALS

You may also wish to contact our Patient Advice and Liaison service who can support you in raising your concern and getting feedback.

How to make a complaint

If despite speaking to a member of staff or our PALS team, your concerns remain unresolved, you may wish to make a complaint. We investigate all complaints fully and will advise you of the outcome.

We aim to respond positively to complaints, as your views and experiences help us to improve services for our patients and their relatives in the future.

If you are complaining on behalf of someone else you may be required to complete a consent form. Please ensure that you include your contact details along with the name, NHS number and date of birth of the person that the complaint relates to.

You should make your complaint 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.

Contact Details

Eastern Services

Patient Experience Department
Royal Devon and Exeter Hospital (Wonford)
Barrack Road
Exeter
EX2 5DW

Email: rduh.complaints-eastern@nhs.net

Northern Services

Patient Experience Manager
North Devon District Hospital
Raleigh Park
Barnstaple
Devon
EX31 4JB

Email: rduh.complaints-northern@nhs.net 

Parliamentary and Health Service Ombudsman

A short film to explain who the Parliamentary and Health Service Ombudsman are and what work they do.

Devon Advocacy Consortium

The Devon Advocacy Consortium (click here) provides an independent, professional advocacy service for people over 16 in Devon.

Advocacy is taking action to help people say what they want, secure their rights, represent their interests and to get the services they need. Advocates can visit you at home or a place of your choice and if an advocate can’t help they can find someone who will.

The Devon Advocacy service can help you if:

  • You have a health and / or social care related issue or complaint
  • An informed choice has to be made
  • A person lacks independent support
  • The person is lacking in confidence or is having trouble communicating

Contact

Telephone : 0845 231 1900

Email: devonadvocacy@livingoptions.org

Care Opinion

If you’ve experienced our health care services recently, either as a patient yourself or as a carer or friend of someone else, please tell us how it was. Was it good? What could have been better?

Tell us about your experiences on Care Opinion

 

Last updated: March 11, 2024

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