NHS Complaints Advocacy

There are different ways to make an NHS complaint, and you can do it yourself. However, if you feel that you may need some support to make a complaint, our NHS Complaints Advocacy Service can work with you to make sure you understand your options.

The NHS Complaints Advocacy Service is free, independent of the NHS and confidential.

What is NHS Complaints Advocacy?

Most of us use the NHS at some point in our lives, and some of us use services quite regularly.

The NHS work hard to make sure that people are satisfied with their services and receive good quality treatment.

But sometimes things can go wrong.

NHS Complaints Advocacy supports people to effectively raise their concerns and questions, and identify the outcomes they would like to achieve by making an NHS Complaint.

What do NHS complaints advocates do?

We can support you in the following ways:

1. Explain your options under the NHS Complaints Procedure.

2. Help you to understand what legislation and guidance may govern your complaint or the treatment you received.

3. Empower you with enough support to enable you to take as much control as possible of your NHS complaint.

4. Help you to focus on the outcomes you want to achieve as a result of your NHS complaint.

5. Agree on a plan of the practical support we can provide, which can include:

• helping you with your letter of complaint;
• supporting you to understand the response to your complaint and the options available;
• preparing you for, and supporting you in, a Local Resolution meeting with the NHS if required;
• helping you to ask the Parliamentary and Health Service Ombudsman for an independent review if you have not been able to resolve your complaint with the NHS;
• explaining who else may be able to help you.

We can offer support at any point in the NHS Complaints Procedure, and at the end of the NHS Complaints Advocacy relationship, we want you to feel confident in making an NHS Complaint should you need to in the future.

Questions people ask us

Q. What do you do?

• We can give you advice, information and support
• We can signpost you to other services for help
• We can empower and help you to make an NHS complaint

Q. Do you charge?

No, NHS Complaints Advocacy is free.

Q. Can you get me compensation?

No, you need to contact a solicitor, but we can signpost you to legal advice and help.

Q. Are you part of the NHS or PALS?

No, we are independent of the NHS.

Q. I am not happy with my GP’s response. Can I take my complaint to NHS England?

No, but please contact us for advice about your options under the NHS Complaints Procedure.

Q. Should I go straight to the Ombudsman?

Only if you have received a final response to your NHS Complaint from the NHS. Find out if your complaint is ready for the Ombudsman here: Ombudsman Complaint Checker.

Get in touch

If you would like to find out more about the NHS Complaints Advocacy Service, please contact us by telephone on 01924 787379, email enquiries@healthwatchwakefield.co.uk.