HealthCare Complaints

HealthCare Complaints

To complain about NHS Services –

NHS Choices

A website that provides information from the NHS about medical conditions, treatments, local services and healthy living.

Livewell Southwest (formally Plymouth Community Healthcare)

An independent social enterprise providing integrated health and social care services for people in Plymouth, including community, physical and mental healthcare and adult social care assessment services. For compliments and complaints Tel 01752 435201 or email

Patient Advice and Liaison Service (PALS) Plymouth Hospital Trust

PALS at Derriford Hospital offer support, information and assistance to patients, relatives and visitors experiencing issues in relation to Hospital care.

Patient Advice and Complaints Team (PACT)

PACT provide an advice and liaison service between patients and the hospital, advice and support concerning complaints about hospital services, or queries regarding the commissioning functions of the CCG. They are part of the Northern, Eastern and West Devon Clinical Commissioning Group (CCG) and are based in Devon but cover Plymouth services.

NHS England

A national liaison service providing support to patients and their relatives experiencing issues in relation to NHS primary care (eg. GP, Dentist, Opticians, Pharmacy).

Other Complaints Services

General Medical Council

Action can only be taken in relation to registered doctors if you feel a doctor’s actions have endangered patient safety. However, most complaints can be settled locally, by the doctor’s employers e.g. NHS Hospitals, GP Practices; who have their own complaints procedures.

Parliamentary and Health Ombudsman

If you remain dissatisfied with the response to a formal complaint, you can contact The Parliamentary and Health Service Ombudsman, who can assess whether your complaint has been dealt with correctly and fairly.

Social Care Services

Customer Relations Team

A complaints, compliments and comments service concerning both adult and children’s social care services in Plymouth. They are independent of the social services team. Tel 0800 068 1249

Mental Health Services

Mental Health Matters

Providing support, guidance and information for service users and carers.

Heads Count

Working with service commissioners, sharing your views and experiences of mental health services, to improve services for the future.

Gateway Team

Located at Windsor House, the Gateway team is a mental health support service for children, young people and families, offering a coordinated early help response; ensuring services work together to tackle all the issues that may be arising, rather than people having to knock on a number of services ‘doors’ to get help. Tel 01752 668000