NHS complaints advocacy

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