NHS Complaints Advocacy
Although most people using the health service are happy with their care and treatment, things can sometimes go wrong. If you’re not satisfied with the service you’ve experienced from a hospital, doctor, dentist, local surgery or any other NHS provider, you are entitled to complain about it.
Who Is The Service For?
By law, anyone who wishes to complain about an NHS service is entitled to receive advocacy to help them make their complaint. Healthwatch Halton’s Advocacy HUB is a free, confidential and independent advocacy service, available to all residents of Halton. We help people understand what their options are and to support them through the NHS complaints process to ensure they get the best possible resolution. We provide information and support to help people understand their rights and make informed choices when making a complaint.
What support does an advocate provide?
An advocate provides free, confidential and independent support, and will provide you with information to help you make informed choices to help you navigate through the NHS complaints process.
The Advocate’s role is to:
- Explore the options available to you at each stage of the complaints procedure.
- Answer your questions to help you make informed decisions
- Help you to write effective letters to the right people.
- Prepare you for any meetings (including ensuring that any necessary evidence and other material are available) and attend with you if required.
- Contact and speak to third parties, on your request
- Monitor the progress of your complaint, ensuring it progresses in a timely manner
- Discuss response letters received to make sure you are satisfied with the outcome
- Assist you with submissions to the Parliamentary and Health Service Ombudsman.
An Advocate cannot:
- Give you legal or medical advice
- Provide counselling
- Help you complain about a private healthcare provider
- Get an NHS employee disciplined
- Provide a secretarial service
Not everyone making a complaint about the NHS will need an advocate. Sometimes, you may just need some information. If you decide you want to make a complaint yourself, you may find our Advocacy Information Pack useful.
Download Advocacy Information Pack below:
If you decide that you need the support of an advocate, please complete and return the consent form either by email
or to: Healthwatch Halton, A.R.T Centre, Tan House Lane, Widnes, WA8 0RR.