If you’re experiencing issues with health services, here’s how to raise your concerns effectively.<\/p>\n\n\n\n
You might be concerned about:<\/p>\n\n\n\n
First, speak directly with the pharmacy team \u2013 many issues can be resolved quickly at this stage. If unresolved, contact your local Integrated Care Board (ICB)<\/a>.<\/p>\n\n\n\n This includes:<\/p>\n\n\n\n Raise concerns with the service provider first. If needed, escalate to your local ICB.<\/p>\n\n\n\n Examples include a service being stopped, changed, or replaced in your area<\/p>\n\n\n\n Contact your local ICB to share your concerns or request more information about the decision-making process.<\/p>\n\n\n\n Such as:<\/p>\n\n\n\n Raise the issue with the relevant service provider. Escalate to the ICB if necessary.<\/p>\n\n\n\n You can also contact:<\/p>\n\n\n\n The\u00a0PNA\u00a0is a\u00a0strategic planning document. It helps identify whether current pharmacy services meet the needs of the local population and informs decisions about opening new pharmacies or changing existing services. However, it is\u00a0not a complaints mechanism.<\/p>\n\n\n\n If you’re experiencing issues such as:<\/p>\n\n\n\n these are considered\u00a0individual service complaints, not planning or commissioning issues.<\/p>\n\n\n\n As of 1 July 2023, complaints about primary care services (including pharmacies, GPs, dentists, and opticians) must be directed to your local Integrated Care Board (ICB). This change was made to ensure complaints are handled locally by the organisations that commission and manage these services<\/p>\n\n\n\n NHS England no longer handles these complaints directly.<\/p>\n\n\n\n The PNA is a strategic planning tool, not a complaints mechanism. It is used to assess whether pharmacy services meet the needs of the population over the long term. It is not a tool to resolve current service issues.<\/p>\n\n\n\n If you\u2019re experiencing a specific issue (for example, a dispensing error, poor service, or access problems), this is considered a service complaint, not a planning issue. These should be raised through the ICB complaints process, not the PNA consultation.<\/p>\n\n\n\n Yes – ICBs can use themes and trends from complaints they receive to inform their feedback into the PNA process. While individual complaints aren\u2019t submitted directly to the PNA, they can highlight systemic issues or gaps in service that are relevant to long-term planning.<\/p>\n\n\n\n So, while your complaint won\u2019t go into the PNA consultation directly, it can still influence future service development through the ICB\u2019s role in both commissioning and strategic feedback.<\/p>\n\n\n\n NHS Devon ICB handle concerns, feedback, and complaints related to primary care services, including pharmacies, GPs, dentists, and opticians.<\/p>\n","protected":false},"excerpt":{"rendered":" If you’re experiencing issues with health services, here’s how to raise your concerns effectively. Pharmacy services You might be concerned about: What to do First, speak directly with the pharmacy team \u2013 many issues can be resolved quickly at this stage. If unresolved, contact your local Integrated Care Board (ICB). Other primary care services This includes: What to […]<\/p>\n","protected":false},"author":8,"featured_media":0,"parent":4170,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-936","page","type-page","status-publish","hentry"],"acf":[],"publishpress_future_action":{"enabled":false,"date":"2026-08-21 07:39:18","action":"change-status","newStatus":"draft","terms":[],"taxonomy":"","extraData":[]},"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/pages\/936","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/comments?post=936"}],"version-history":[{"count":0,"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/pages\/936\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/pages\/4170"}],"wp:attachment":[{"href":"https:\/\/www.devon.gov.uk\/public-health\/wp-json\/wp\/v2\/media?parent=936"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Other primary care services<\/h2>\n\n\n\n
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What to do<\/h3>\n\n\n\n
Commissioning decisions<\/h2>\n\n\n\n
What to do<\/h3>\n\n\n\n
General concerns<\/h2>\n\n\n\n
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What to do<\/h3>\n\n\n\n
Need extra support?<\/h2>\n\n\n\n
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Why do I need to raise concerns through the ICB and not via the PNA consultation?<\/h2>\n\n\n\n
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Why the ICB?<\/h3>\n\n\n\n
Why can\u2019t I raise my concern through the PNA consultation?<\/h3>\n\n\n\n
What if I\u2019m a patient or member of the public with a concern?<\/h3>\n\n\n\n
Can complaint data still inform long-term planning?<\/h3>\n\n\n\n
NHS Devon ICB \u2013 patient advice and complaints team<\/h3>\n\n\n\n
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