"Barnstaple Complex Care"

About: Barnstaple Health Centre

(as the patient),

I have moved into the Barnstable area because I have complex care needs, my children are aware of this and thought it best if I moved nearer to them.

I have had one physiotherapy treatment, my therapist was supposed to come to the house to give me another treatment but she was ill. I completely accept that people are ill but I have not heard from her at all to re-arrange the appointment. I called the Complex Care Unit and spoke to someone there and they were lovely.

However, they seem to think I don’t need the treatment as I’ve not been at home when they have phoned. This is because the house needs much work and is not adequately heated so I’ve been going to my daughter’s house to keep warm.

I feel a bit miffed about it.

I got in touch with the Complex Care team again who agreed to send an occupational therapist to assess the aids I may need to help me at home. I asked the occupational therapist team to also check about my referral to the hospital, which they did only to find that the hospital knew nothing about the referral. So now I’m still waiting and still in pain.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Jayne Kruszewski, Customer Relations Manager, Northern Devon Healthcare NHS Trust

Dear patient

Firstly thank you for taking the time to post your comments regarding your involvement with the Complex Care team. I was sorry to learn that your home visit was cancelled, and you weren't contacted to make a further appointment, I fully acknowledge how frustrating that can be at the time.

I note there are other aspects of your care you are concerned about, specifically your delayed referral to the hospital, and I would be grateful if you would contact us through the Patient Advice and Liaison service (PALS) on 01271 314090 (or via email at ndht.PALS@nhs.net) giving us the opportunity to discuss your concerns in greater detail. Once we have more information we will contact the Complex Care team to look into what happened, and address your issues.

Many thanks again for contacting us.

  • Major457 thinks this response is helpful
    {{helpful-1}} of {{totalOthers()}} other people think so too

Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'Major 457',

The comments and responses on the web-site of Patient Opinion are passed to us at Healthwatch.

This experience you describe was clearly frustrating. I would reinforce the advice about contacting PALS and also suggest that you contact us at Healthwatch with your experience at 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk..

We are building a picture of the provision of services in Devon and these comments will help the NHS and other providers develop and improve their services.

If you wish to discuss any other health or social care issues with us in confidence, including receiving advice or information about services please get in touch.

Yours sincerely

Peter Brain


Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

  • {{helpful}} of {{total()}} people think this response is helpful