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Contacting Us

How to Make a Complaint

Concerns

There are two ways in which issues that have caused you concern can be investigated.  These are:

1. Patient Advice and Liaison Service (PALS) Problem Solving

PALS can formally investigate issues that you raise with us.  We will ensure that the matter is brought before the senior managers of the area concerned.  We will contact you with an explanation of what has happened and let you know what has been done to rectify matters for the future.

If this does not resolve matters to you satisfaction then we can advise you where to seek specialist advice and advocacy to make a formal complaint. Contact the Complaints Manager on 01392 261500.

2. NHS Complaints and Independent Advocacy

If you feel unable to talk to the staff involved or the PALS Co-ordinator, or are unhappy with the outcome of a PALS enquiry, the Trust has a formal complaints procedure. Contact the Complaints and Investigations Co-ordinator on 01392 261505. Click here to view a printable version of the Trust's Complaints leaflet that explains the process to achieve local resolution as well as highlighting independent agencies that can help.

An Independent Complaints Advocacy Service (ICAS) is now available to provide independent support and advice to patients or their representatives when making a complaint about NHS services.

In the South West, ICAS can be reached on 0845 1203782.

Information Links

PALS can also provide information on:

• NHS Services
• Local Voluntary Groups
• Making Experience Count Policy

Trust Headquarters, Unit 3 Abbey Court, Sowton Industrial Estate, Exeter, EX2 7HY, Tel: 01392 261500, Fax: 01392 261510, Email: publicrelations@swast.nhs.uk

Copyright © 2006 South Western Ambulance Service NHS Trust