Patient Advice and Liaison Service

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Complaints Team (known as PACT, formerly PALS), has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PACT also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PACT do?

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

If you would like more information about PACT, the functions it is intended to provide and the standards it should strive to achieve , PLEASE CONTACT 0300 123 1672 or 01392 267665.

The Raleigh Surgery
33 Pines Road
Exmouth
EX8 5NH

Telephone: 01395 222499
Fax: 01395 225493

Surgery opening hours
Monday to Friday 8.30am to 6.00pm

We are a 1 partnered and 2 salaried GP practice. Over the years general practice has changed and the services provided have increased in variety. Although our main function is to provide help when you fall ill, many of our services are aimed at preventing illnesses and catching them in their earliest and most treatable stages.