VoiceAbility launches free service to support Wiltshire people with NHS complaints
A free service supporting Wiltshire people to make complaints about NHS care and treatment is now being provided by national advocacy charity VoiceAbility.
VoiceAbility, which has been supporting people to be heard for more than 40 years, has started a new contract with Wiltshire Council to provide an NHS complaints advocacy service for residents.
The service helps individuals to navigate and engage with established NHS pathways such as the Patient Advice and Liaison Service (PALS) and formal NHS complaints.
It will provide impartial support, for example, helping people understand their options, prepare correspondence, and feel confident engaging with the relevant NHS body while complaints themselves continue to be handled through standard NHS routes.
VoiceAbility’s team in Wiltshire, where a free service supporting people to make complaints about NHS care and treatment is available
Providing this service is a statutory requirement under section 185 of the Health and Social Care Act 2012. Local authorities are legally required to arrange independent NHS complaints advocacy for anyone who needs support to make a complaint about NHS‑commissioned services.
Anyone living in the area with concerns about the treatment or service they have received through the NHS can be supported through the complaints process by qualified advocates, ensuring they are aware of their rights and feel empowered to make a complaint.
Independent advocates can support individuals in understanding:
- the complaints process
- writing letters
- attending meetings
- offering self-help toolkits which guide you through making a complaint independently
The service is in addition to the work VoiceAbility is already doing in Wiltshire, supporting residents to be heard in decisions about their health, care and wellbeing.
The adults statutory advocacy service includes providing independent support for people who have been detained under the Mental Health Act, for people deprived of their liberty in a care home or hospital, and for decisions about care and support.
Emily Johnston, Operations Manager at VoiceAbility, said:
“VoiceAbility is passionate about supporting people to be heard when it matters most.
We’re delighted to extend the work we’re doing in Wiltshire, working with Wiltshire Council and the support networks across the area so we can reach as many people who need our services as possible.
“Our advocates can provide free support at every stage of an NHS complaint process. If you think you or a friend or family member would benefit from this, you can call us for free on 0300 303 1660 or refer yourself for support on our website.”
Councillor Clare Cape, Wiltshire Council Cabinet Member for Adult Social Care, Public Health and Working with the NHS, said:
“We know the NHS is a wonderful resource and people in Wiltshire benefit from amazing care and support which makes such a difference to people’s lives. Where there are concerns however, it’s important people do have a way to raise those so lessons can be learned and improvements made.
“We welcome the launch of this free NHS complaints advocacy service for Wiltshire residents.
It is important that people feel supported and confident to raise any concerns about their NHS care, and VoiceAbility’s independent advocacy will help ensure individuals are heard and supported throughout the complaints process.
For more information about the free services VoiceAbility provides in Wiltshire, visit voiceability.org/wiltshire.