Advocacy is defined as "giving active support". This is exactly what the Complaints Advocates do if you are not satisfied with any aspect of NHS care that you have received and wish to make a complaint.
What Does The Advocacy Service Do?
- Provides independent support and advocacy to those who wish to complain about care or treatment received from the NHS without investigating the complaint itself.
- Contributes to training and development of staff in NHS and other organisations who deal with concerns and complaints
- Works with appropriate health service staff to encourage organisations to learn from complaints .
Role of the Complaints Advocates
- Guide you through the procedure and support you
- Explain the options available
- Assist you with correspondence
- Support you at meetings
- Help to voice your concerns
- Act with your consent
- Assist in accessing your health records
How to complain
If a patient or their relative has concerns over any elements of the care received whilst an NHS patient, the best time to raise concerns complaints, is at the time that they actually happen. NHS Organisations regularly deal with verbal complaints and often answers can be given immediately. However, if you wish to complain in writing , you would need to complain to the Chief Executive of the relevant Health Board. If you want to express concerns or make a complaint about your treatment or the service you received from your GP Practice, dentist, optician or any other NHS provider you will usually need to put this in writing to the Practice Manager.
What Do Complaints Achieve
An improvement in the quality of the following
Patient involvement in the local health service
- Recognition and addressing of the local health care needs
- Resolution of individual complaints
Outcomes which complaints should achieve
- An acceptance that the standard of service fell below what patients should hope to receive
- An apology (if appropriate)
- Assurance that any outstanding shortfalls have been rectified and standards improved
TO CONTACT THE ADVOCACY SERVICE PLEASE PHONE 0845 665 0763
Donna Coleman / Pauline Marr (Advocates)
Peter Mair (Advocate Assistant )