Ms Z had complained that the Mental Health service was not listening to her concerns regarding her son and his actions. She  was estranged from her son but wanted to make sure that the service had relevant information to enable them to provide full support. Ms Z asked for support from POhWER to make a complaint.

The POhWER advocate supported Ms Z through the complaints process and helped her to understand her rights and the rights of her son. The advocate provided her with appropriate information, helping her to understand how the process works.

Ms Z has had her complaint fully investigated and has had meetings with the service to help her understand what they can investigate and what information they are allowed to provide given that she is estranged from her son.

Having advocacy support helped her to understand complaints process and to put forward her views and to explain that she wanted to make communication better for other families in the future.