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

advocacy@weareecs.co.uk

or  to: Healthwatch Halton, A.R.T. Centre, Tan House Lane, Widnes, WA8 0RR.

File download
Healthwatch Halton Advocacy Information Pack
Download (PDF 4.84 MB)
Halton ICAS Consent Form
Download (OCX 737 KB)

What to expect from a Local Resolution Meeting

A Local Resolution Meeting is often offered as part of the complaints process, to provide an opportunity to answer any questions or allow further discussions or explanations face to face. We've produced a short guide of what to expect from your meeting.

Find out more

Patient Advice Liaison Service 

Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers.

PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.

Contact PALS service

Other useful agencies

While making your complaint, you may want to consider other outcomes which lie outside the NHS complaints process such as disciplinary action. This guide provides information about which organisations to approach and gives a brief outline of their role.

Download (PDF)