Health Complaints Advocacy
What is Health Complaints Advocacy?
Our Health Complaints Advocacy team can help if you feel you have not had the service you expect from the NHS and want to complain, using the NHS complaints process.
This might mean providing information so you can pursue a complaint by yourself or giving you the support of an experienced worker who can help you to make your complaint.
Health Complaints Advocacy gives you the opportunity to speak confidentially to someone who is independent of the NHS.
Our service covers residents within the Leeds City Council area, even if the treatment was elsewhere.
Health Complaints Advocacy is free.
Health Complaints Advocacy is independent of the NHS.
Health Complaints Advocacy is confidential.
The philosophy of the organisation is to go the extra mile in all aspects of its operation, to treat people with dignity and respect, recognising that “People don’t fit in boxes.”
What does a Health Complaints Advocate do to help?
Health Complaints Advocates work with you so that you feel confident to make a complaint.
They provide you with information about how the NHS complaints process works and what you can expect to achieve from the process.
They will decide with you the best way to support you.
Health Complaints Advocates will help you explore your options at every stage of your complaint and can give you information that can help you to decide what to do.
Throughout the complaints process, an advocate might also do some or all of the following:
- Help you to write letters to the right people
- Prepare you for meetings and, if necessary, go to these with you
- Help you to monitor the progress of your complaint with the organisation or individual responsible
Things to know before making a complaint
As a general rule, you should make your complaint within 12 months of the incident or within 12 months of realising that you have something to complain about. However, the NHS may use its discretion if particular circumstances prevent you from complaining in good time.
Who can complain?
Anyone can make a complaint about NHS services you have received from an NHS organisation or if you have been affected by any actions made by a NHS organisation.
Can I complain on behalf of someone else?
You can make a complaint on behalf of a friend or relative or someone you care for. If you are complaining on behalf of someone else it’s a good idea to get their permission in writing, unless you have the patient’s permission any response will be limited by patient confidentiality. If they cannot give consent because of incapacity or illness you can complain without their permission.
Please click here to download our information guide.
Please click on the appropriate link below to download information about the NHS Complaints procedure, writing a complaint letter, the Health Service Ombudsman and obtaining medical records.
- LIHCA Information Guide
- Complaint Letter Guide
- The Health Service Ombudsman
- Obtaining Medical Records
- Local Resolution Meeting Guide
- The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
If you require any further information or support, please do not hesitate to contact us on 0113 244 0606.