NHS complaints advocacy
Without my advocate, I could never have achieved the outcome I wanted.
Advocates can support people to raise concerns about the treatment or care that they or a friend or family member have received from an NHS service. This support is available at every stage of the complaints process.
Who can raise a concern to the NHS?
If you have been affected by the actions or decisions of an organisation which provides or commissions a service paid for by the NHS, you can raise a concern. The raised concern could be for you, a member of your family or someone you care for.
Your feedback can help to put things right quickly, and the NHS can learn from your experience.
How an advocate can help you
Advocates are independent professionals who are trained to support you. They are on your side and don’t work for the hospital or the NHS.
If you have been affected by the actions or decisions of an organisation which provides or commissions a service paid for by the NHS, you can raise a concern.
An advocate can help you to:
- work out what you want to raise a concern about and the outcome you’re looking for
- write your own letter and send it to the right people
- understand the response you get and what to do next
Your advocate will support you to do as much as you can for yourself. Your advocate cannot raise a concern on your behalf or give you legal or medical advice.
Advocates can sometimes attend resolution meetings with you, if you find it difficult to say what you want.
Advocates help to make sure that the NHS listens to you. This does not mean they will always do what you want them to. But your advocate will be on your side.
Advocates can support you to raise a concern about:
- hospital or GP surgery
- a dentist
- a pharmacist
- an optician
- an NHS funded care home
- a specialist service
- the ambulance service
- NHS community staff
- other NHS staff or clinicians
- poor treatment or care
- attitude of staff
- poor communication
- waiting times
- lack of information
- failure to diagnose a condition
When to speak to an advocate
You can use our NHS complaints self-help toolkit to help you raise a concern.
If you’re raising a concern on someone else’s behalf, it’s useful to get their permission in writing. We have a consent form you can use. To get a copy, contact 0300 303 1660 or email helpline@voiceability.org
If you need more support at any point in the process, you can ask for help from an advocate.
“I’m glad that by raising my concerns, care for people at the hospital will improve”
Josephine’s story
“I contacted VoiceAbility’s advocacy service when I became unhappy with the treatment my husband Isaac received at our local hospital.
Isaac was admitted to hospital because of severe back pains. I realised the ward staff did not know how to care for him because he had dementia and they would not listen to my suggestions. Due to this he refused to take his medication and his dementia worsened. When he was discharged to a care home, I asked for help from VoiceAbility as I wanted to raise my concerns but I did not know how to do this. My advocate explained my options and I chose for us to write a letter of complaint.
The swift letter of response I received from the Trust acknowledged the issues I raised and addressed the resolution I was seeking. Their letter said that they would be training the staff on working with patients with dementia and using a refurbished ward for patients with dementia. I am so glad that by raising my concerns, care for people with dementia in the hospital will improve.”
Request an NHS complaints advocate
Make a referral for yourself or someone else