"Poor service from PALS"

About: Northern, Eastern and Western Devon CCG

(as a service user),

I am disgusted by my recent experience of the PALS complaints service.

I had problems with my local surgery, and made a complaint. I was told by PALS that they would talk to the centre and then contact me. Two weeks later and I’d heard nothing.

I called them, and they did not answer the phone numerous times. When I eventually got through, they had no information on my case. There was no apology! When I questioned what was going to happen, they told me to contact the surgery myself. I did call the surgery and spoke to the manager, and the matter was resolved quickly.

The whole time I was waiting for PALS I was walking around disabled due to unsuitable footwear. I am far from happy with the complaints service; I feel many others may have had the same experience as I did.

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