Billy’s GP told him that they would refer him to the Autism Referral Team so he could be assessed for an autism diagnosis but there was a significant delay in the referral being sent out. Billy made several attempts to engage with the GP surgery about the delay but found that the receptionist at the GP surgery was rude and obstructive. 

Attempting to deal with this made Billy very stressed and he eventually gave up on engaging with the surgery entirely. 

Billy contacted POhWER for advocacy support to submit an NHS complaint regarding the GP surgery for their delay in getting the referral sent out and for the treatment he experienced from the staff there. 

Catrina, a POhWER advocate, met with Billy, listened to his experience and discussed his options with him. Billy asked Catrina to support him to compose a letter of complaint and write it out for him. Catrina discussed with Billy what points he wanted to include in the letter and then drafted it for him to approve. Billy was happy with the letter and sent it to the local Integrated Care Board. 

Billy experienced some delay in receiving an acknowledgement letter, so Catrina provided support to chase this up. 

Billy received a response from the Patient Relations Manager (PRM), apologising for the behaviour of the reception staff and the significant delay in getting the referral sent out. The PRM explained they had staffing issues within their admin department but recognised that it was far too long to wait and agreed to investigate this issue with the Area Manager. 

The PRM requested that Billy fill out a referral form so that they could send it personally to the Autism Referral Team to expedite the process for him. Billy was upset about this at first and explained to Catrina that filling out forms was a source of anxiety for him, and he anticipated that it would take a long time for him to do. He and Catrina discussed how he wanted to go forward. Catrina explained his options and Billy liked her suggestion to speak to the PRM to discuss potential waiting times if they did not complete the form. 

Billy contacted the Practice Manager and noted they had a "good conversation" about the form, the manager confirmed the PRM was trying to expedite the form for Billy to avoid any further delay. 

Billy raised the form with his therapist and then told Catrina that his therapist had agreed to work on the form with him and that this has made him feel less anxious about completing it. Catrina asked if there was any further support Billy required from her. Billy told her that he was happy for his case to be closed now that he was being supported by his therapist. He thanked her for her support in empowering him to raise his complaint and get his voice heard.