East Sussex Community Voice

Independent Health Complaints Advocacy

ESCV commissions the NHS Complaints Advocacy Service in East Sussex.

The NHS Complaints Advocacy Service ensures that independent advocacy skills are used to provide practical support and direction to clients, in order to assist them in finding a resolution to their complaint about health services in the local authority area of East Sussex County Council.

The key role of the NHS Complaints Advocacy Service is the focus on empowering and assisting people to go through the NHS complaints procedure, and to support ESCV in influencing the local and national NHS complaints agenda.

The NHS Complaints Advocacy Service meets the legal requirements as described in the Health and Social Care Act 2012 and any other regulations.

The NHS Complaints Advocacy Service supports clients with a complaint or grievance related to any aspect of healthcare as described in the Health and Social Care Act 2012, including that which falls under the jurisdiction of the Health Service Ombudsman, such as complaints about poor treatment or service provided through the NHS in England.

The Health Service Ombudsman looks into complaints against NHS services provided by hospitals, health authorities, trusts, GPs, dentists, pharmacists, opticians and other health care practitioners. The Health Service Ombudsman can also investigate complaints against private health contractor if the treatment was funded by the NHS.

The NHS Complaints Advocacy Service does not provide on-going advocacy for clients outside of the health related complaint. 

If appropriate, referrals are made to local advocacy services to provide ongoing support.  Also when appropriate it makes referrals to the Patient Advice and Liaison Services (PALS), professional bodies such as the General Medical Council (GMC), and to specialist support such as medico-legal advice, bereavement support, mental health support, etc.

The Advocacy People  a Hastings based advocacy charity:
  • They support people to express their views and wishes, especially those who are vulnerable, isolated or marginalised.
  • They empower people to have their voice heard so that they can access their rights and take a central role in decisions that are made about their lives.
  • They advocate on behalf of our clients to ensure that their views influence the planning, delivery and development of services that affect their lives.

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