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Help with making a complaint about NHS treatment

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The NHS deals with over 1 million patients every 36 hours. So the fact that it received 208,626 written complaints in 2017/18 should be seen in context – it’s less than 0.09% of all patients treated or, put another way, less than 1 in every 1,000.  The Department of Health has repeatedly stressed the importance of a more open NHS and that listening and acting on patient feedback is critical to improving care.

If you are unhappy with the service you have received from the NHS, whether it’s treatment provided by a doctor, dentist, hospital, ambulance service, pharmacist, optician or mental health service, you are entitled to make a complaint. The NHS Constitution says you have the right to have your complaint dealt with efficiently and know the outcome.

Most of us don’t like complaining however. We find it difficult, embarrassing and are not always sure who we should take our concerns to.

The NHS Complaints Advocacy service is free, confidential, and independent of the NHS and, in Norfolk, is provided by a partnership of Age UK Norfolk, Equal Lives, Community Action Norfolk and POhWER.

Our advocates can help you to take a complaint forward in the right way to the right people. This can include explaining your options and supporting you with things like writing a complaint letter, attending a complaint meeting or signposting to other organisations. You can also make an NHS complaint on someone else's behalf.

To talk to one of our team call 0300 456 2370 or click here for more information about the service.