NHS complaints advocacy services

Support ranges from receiving a self-help pack to support from an advocate, depending on the needs of the individual. Complaints can be made against any NHS service including GPs, hospitals, dentists, opticians or any service that is funded by the NHS.

Advocacy is about supporting people to take part in processes and decisions that influence their life and in having their voice heard. We can provide one-to one advocacy and our service is available to everyone who has a NHS complaint.

If you want support from an advocate they can:

• Answer your questions to help you make decisions

• Help you write letters to the right people

• Provide you with one to one support and explain your options

• Prepare you for meetings and attend with you

Monitor the progress of your complaint and help you get the best possible resolution

An advocate cannot:

• Give you legal or medical advice

• Provide counselling or mediation

• Help you complain about a private healthcare provider

• Get an NHS employee disciplined

Before you start with the complaints process it is important to be clear about what your concerns are with the NHS treatment or care that was received. This can be any aspect of NHS care and services but might include:

• The quality of treatment and care received

• The attitude of staff

• Poor communication

• Unacceptable waiting times or cancellations

• Lack of information

• Failure to diagnose a condition