The general public are often very supportive of the principles of the NHS, and people hold it in high regard that it is free. However, people do have negative experiences, and these experiences need to be heard, by those within the NHS, and those who commission it.

The main way of doing this is via the NHS Complaints Process, which stipulates that anyone can make a complaint regarding any service that comes under remit of the NHS.

Those who feel able to, can make a complaint via PALS (Patient Advice and Liaison Service) teams associated with the Trust or commissioner connected to the service.

However, for those who feel that the complaints process may be too much for them, they have lost faith in PALS, or they would struggle to make a complaint for any reason, complaining with no support may be a barrier.

Support for complaints

For those that have made a complaint, the process can be confusing or feel like they are taking on a large organisation, and their experiences will not be taken seriously.

Though they may feel that they can complete a complaint, they need support to navigate the process through, and with someone independent who can ensure that Trusts hear their complaint fairly.

Health Complaints Advocacy supports people to make complaints regarding NHS services. This could include, hospitals, GP’s, dentists, opticians, pharmacist, or NHS services delivered by private practices. The service is open to everyone within Leeds and provides support that is appropriate for the person’s needs.

The service is set up for anyone who feels they would benefit from support, including those who:

  • Don’t know how to start/ make a complaint
  • May have a disability
  • Struggle to piece together their experience
  • Feel they have little understanding or confidence with complaints processes
  • Struggle to make a complaint due to life commitments
  • Are worried about perceived implications of making a complaint by themselves (such as not being heard properly or misinterpreted)

Free resources

There are free resources on our website that can help people get started and go through an NHS health complaint here: Health Complaints Advocacy Guide

These resources have been developed with clients in mind to help them complete a complaint themselves, to ensure that their words are heard effectively. Support can be provided for people to use these resources. We also have a useful Frequently Asked Questions section based on queries that we commonly get.

If you are feeling like you would benefit from advocacy, or want to have more information regarding the service, please feel free to contact us.