How we can help with NHS concerns or complaints
Healthwatch West Sussex runs the West Sussex Independent Health Complaints Advocacy Service.
NHS Complaints Advocacy is guaranteed under legislation, as a free, independent and confidential service to all people in England who need support to get their complaint resolved. It helps you know all your options, your rights and how to make sure your voice is heard.
We have run this service in West Sussex since 2015 so we know how local systems work and who to contact.
During 2023 - 2024, we helped 332 local people understand their options and for many gave support to make or progress a formal NHS complaint.
Within the Independent Health Complaints Advocacy Service (IHCAS) we can provide differing levels of support, ranging from: giving information and signposting to other support services, learn more about your concerns and discuss options, helping with making a health complaint or follow-up correspondents and telephone calls, and to supporting you in local resolution meetings to explore and resolve your complaint.
Our team of advocates will work closely with you to find out what is important to you when raising your concern or concerns and the outcome you want to achieve from making a health complaint. They can help you to find out all the available options to make an informed choice.
The service is free, independent, and confidential.
What is Advocacy?
Advocacy services help people to:
- Have their voice heard in discussions that matter to them
- Take part in decisions that affect their live
- Explore all options available to make an informed decision
- Have their wishes considered
- Defend and promote their rights
What is an Advocate?
An IHCAS advocate is someone who is independent of the NHS, who is not one of your friends or family and support you to have your voice heard in meetings.
We aim to provide a helpful, friendly and professional service, which promotes self-advocacy and empowerment.
Our service offers three levels of support:
- Self-Help: Use our online guide to support yourself through the complaints process.
- Supported Self-Help: A one-off meeting with an NHS provider and/or telephone support to guide you through the complaints process.
- Full Advocacy Support: For people who are unwell, bereaved, need help communicating, or who don't feel confident to make the complaint themselves, an advocate will support you through the complaints process - this could include drafting your complaint letter, liaising with NHS complaint team and attending a local resolution meeting.
What support is available for Young People?
Anyone, of whatever age, is entitled to seek help from IHCAS. However, IHCAS understands that persons under the age of 18 may not have the capacity to understand what is involved with making a complaint. The service closely follows the guidance used by the NHS in determining whether a young person can consent to medical treatment as per Gillick competent.
In alignment with the NHS, there is an understanding that 16 and 17 year olds have the capacity to understand their treatment, the NHS complaints process and decide for themselves if and how they proceed with a complaint. However, as with the NHS, if the young person gives reason, other than age alone to the advocate that they do not have capacity, then this will be explored with the young person.
For younger persons aged 15 and under, the advocate will discuss whether or not they understand the complaints process and whether they understand the options they might have as part of that process. As with NHS treatment, the younger the person, the more likely it is that an advocate will determine that consent is required from a parent or other appropriate adult in order to assist.
Downloads
We can offer you the support of an Independent Health Complaints Advocate who can help you to make your complaint and support you through the process.
Full details are contained in our Equitable Service Use policy and Service Agreement below.
So you can get the most from accessing this service please read this document carefully, as it explains not only what you can expect from this service but also what we expect from you.
As advocates we are here to empower you to help yourself with your complaint and as such it is vital that there is a good relationship between you and your advocate.
We will then need you to sign these agreements as this will confirm to us that you have read and understood both policies. If you have any difficulty in reading this we are more than happy to read it to you.
If you have any questions about the agreement then please call 0300 012 0122 to discuss.
