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Independent Health Complaints Advocacy is free, independent of the NHS and confidential. We can help you to use the NHS complaints process which covers all NHS funded treatment.
In London we provide this service to the residents of 20 boroughs:
As well as NHS hospitals, GPs, ambulance services, district nurses and mental health services you can also use the NHS complaints process to complain about your dentist (if they treat you as an NHS patient), a pharmacist (if you had an NHS prescription) or your optician (if the NHS pays for your eye tests and glasses). Also if the NHS paid for you to be treated at a private hospital or pay all or part of someone’s care home fees this is covered by the complaints process.
You can download our self-help information, including information about the NHS complaints process and how to make your complaint. If you are not sure whether to make a complaint please contact us. We will listen and help you decide whether there are other ways of sorting out your concerns. You might find that the self-help information is all you need to make your complaint yourself but you can contact us again if your need more information or advice.
If you feel you need more help an Independent Health Complaints advocate can support you at any stage of the complaints process. Advocates can help with writing letters, getting copies of your medical records and finding information about your concerns. Sometimes to sort out your concerns you might want to have a meeting with NHS staff. If you decide to do this your advocate can help you prepare for the meeting and if you want, come to it with you.
If after doing everything you can to sort out your complaint you are not happy with the way the NHS has dealt with it you can take your complaint to the Health Service Ombudsman. This is the second and last stage of the NHS complaints process. You can find out more about taking your complaint to the Ombudsman from their website www.ombudsman.org.uk/make-a-complaint.
If you need help taking your complaint to the ombudsman please contact us or speak to your advocate.
If you would like an advocate to support you with your complaint you can contact us yourself. You can also make a referral for someone else but please get their permission first.
NHS Complaints Advocacy referral form (word version)
We have NHS Complaints Advocacy resources which give you all the information you need to make a complaint.
About POhWER NHS Complaints Advocacy (pdf)
About POhWER NHS Complaints Advocacy in Easy Read (pdf)
London Independent Health Complaints Advocacy leaflet (pdf)
NHS Complaints Advocacy leaflets in other community languages