Making a complaint about primary care services
From 1 July 2023 patients who wish to make a complaint about primary care services in Devon should contact the local integrated care board (ICB), NHS Devon, for advice and signposting.
This includes GPs, dentists, opticians, and community pharmacy services.
In all cases NHS Devon will recommend a complainant raises their concerns or complaint directly with the healthcare provider: this is the organisation where the patient received the NHS service, for example a GP surgery or dental surgery.
NHS Devon will support patients and their representative with any concerns or complaints regarding primary care services in Devon, however, unless directly concerning the commissioning of the service will recommend any complaints are handled with the provider directly.
- Telephone: 0300 123 1672
- Email: email@example.com
- Post: Patient Advice and Complaints team, Pomona House, Edginswell Business Park, Oak View Close Torquay TQ2 7FF
- Contact information can also be found on the One Devon website: www.onedevon.org.uk/contact-us/patient-advice-and-complaints/
The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster. It also lets you read and review notes from your appointments in your own time.
We’re now letting you see all the information within your health record automatically. If you are over 16 and have an online account, such as through the NHS App, NHS website, or another online primary care service, you will now be able to see all future notes and health records from your doctor (GP). Some people can already access this feature, this won’t change for you.
This means that you will be able to see notes from your appointments, as well as test results and any letters that are saved on your records. This only applies to records from your doctor (GP), not from hospitals or other specialists. You will only be able to see information from 01/4/2022. For most people, access will be automatic, and you won’t need to do anything.
Your doctor (GP) may talk to you to discuss test results before you are able to see some of your information on the app. Your doctor (GP) may also talk to you before your full records access is given to make sure that having access is of benefit to you. There might be some sensitive information on your record, so you should talk to your doctor if you have any concerns.
These changes only apply to people with online accounts. If you do not want an online account, you can still access your health records by requesting this information through reception. The changes also only apply to personal information about you. If you are a carer and would like to see information about someone you care for, speak to reception staff.
The NHS App, website and other online services are all very secure, so no one is able to access your information except you. You’ll need to make sure you protect your login details. Don’t share your password with anyone as they will then have access to your personal information.
If you do not want to see your health record, or if you would like more information about these changes, please speak to your GP or reception staff.
Support with stress, sleep and building resilience
Patients at Chagford Health Centre can now access a free confidential online programme to support with stress, sleep and building resilience.
The offer is thanks to Devon Partnership NHS Trust, the provider of mental health services in Devon and Torbay (excluding Plymouth), via the SilverCloud website.
SilverCloud is an evidence-based programme that can help you understand these issues and develop skills to manage them in your life. While this programme is primarily intended to offer a source of support for people caring for or supporting others with long term or challenging health issues, it is also a good way to find out if this kind of approach works for you and your mental health.
There are some short videos available: Introduction to SilverCloud which gives an overview of what the programme is and Space for Sleep which gives a brief overview of one of the programmes available.
To sign up and access the resources, click on this link: https://dpt.silvercloudhealth.com/signup/. You will then be able to access the programme flexibly, at a time works for you, and complete it at your own pace.
Patients who have self-referred or been referred by their GP to TALKWORKS or Plymouth Options, will have access to a greater number of self-help courses available on the programme.
These are focused around improving low mood, reducing anxiety and managing stress.
TALKWORKS can also support people living with long term health conditions (such as chronic pain) as well as new and expecting parents who are struggling. To self-refer to TALKWORKS, simply fill in the online self-referral form or speak to a member of the team by calling 0300 555 3344.
To self-refer to Plymouth Options, simply fill in the online self-referral form or speak to a member of the team by calling 01752 435419.
Please note, this service does not replace other services offered to those who may be experiencing mental health distress.
If you are experiencing mental health distress or worried about someone else’s emotional state - support is available free 24/7 via First Response. If you live in Devon or Torbay, call 0808 196 8708 and if you live in Plymouth, you can call: 0800 923 9323.
My Planned Care
Helpful information and guidance for patients waiting for a hospital consultation, treatment or surgery.
Click this link for more information: https://www.myplannedcare.nhs.uk/