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NHS Complaints Advocacy Service

What is NHS Complaints Advocacy Service?

The National Health Service (NHS) works hard to ensure patients and their families receive good quality treatment and care and are satisfied with the service. However, occasionally things may not go as planned; and patients, their family or friends may be unclear about what to do to raise their concerns. This is when the NHS Complaints Advocacy Service can help.

The NHS Complaints Advocacy Service (NHS-CAS) aims to provide support to Newham residents who want to raise concerns or make a formal complaint about their experience with their NHS provider; including GP practices, hospitals, clinics, shelter accommodations and social care homes. In particular, the service aims to provide support to those who may not have the skills, knowledge or ability to make a complaint.

Who can make a complaint?

Anyone can make a complaint about any NHS funded service, in relation to the care and/or treatment they or someone they know received from the NHS in England. Complaints can also be made on behalf of a friend or family member, provided they have given their consent to do so.

If you are unsure whether the service you wish to complain about comes under the NHS-CAS Regulations, please contact your Local NHS Complaints Advocate.

Accessing the Service

Newham's NHS-CAS is a free, independent and confidential service available to Newham Residents. To Access the service:

1) Requests to speak to an advocate may be submitted by email, phone or letter and will be acknowledged within 2 working days.
2) Clients will be asked to complete a brief registration form. During registration, clients will also receive a Self-Help Pack for Advocacy, should they wish to make the complaint themselves.
3) The advocate will arrange a meeting to discuss the concern in more detail. We aim to provide next steps information within 5 working days.

We can provide an interpreter service and discuss any other language/communication requirements.

For more information or if you wish to raise a concern, make a formal complaint or simply want to talk to someone about your experience, please contact:

Rahena Khatun - NHS Complaints Advocate – Newham
NHS Complaints Advocacy Service, The Resource Centre, 200 Chargeable Lane, E13 8DW
rkhatun@healthwatchnewham.co.uk | 020 3828 8245

Please note:
NHS-CAS is delivered by Mind in Tower Hamlets and Newham (MiTHN) on behalf of Healthwatch Newham. Information provided by clients will be shared between Mind and Healthwatch Newham for monitoring purposes. Information will not be shared with any third parties without your consent.

NHS-CAS may not be used to discipline NHS staff or to make a complaint about private healthcare or services that are funded by the Local Authorities. Private health services have their own complaints process.

Contact Us

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General Enquiries:
 
Advocacy:

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Information & Signposting:
 
 Advocacy:
 
General Enquiries:
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The Resource Centre,
200 Chargeable Lane,
London E13 8DW