Advice and Information

If you have a bad experience and your care goes wrong, it’s vital that services put things right as soon as possible and learn from what happened.

However, we know from our conversations with the public that making a complaint isn’t always straightforward. Some people worry that by speaking up their care will be affected or that they won’t be taken seriously. Others find the process too complicated.

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 to get your problem sorted out. 

During 2018-19, we helped 456 local people understand their options and for many gave support to make or progress a formal NHS complaints.

Our service offers three levels of support:

  1. Simple Self-Help: Use our online or paper guide to support yourself through the complaints process.
  2. Supported Self-Help: A one-off meeting with one of our advocates and/or telephone support to guide you through the complaints process.
  3. Full Advocacy Support: For people who are unwell, bereaved, need help communicating, or who don't feel confident to make the complaint themselves, we will allocate an advocate to support you through the complaints process - this could include drafting your complaint letters, ensuring the NHS responds to you and attending resolution meetings with health professionals and managers.

We aim to provide a helpful, friendly and professional service, which promotes self-advocacy and empowerment.

Healthwatch West Sussex needs to ensure our limited resources are allocated appropriately to ensure fair provision of support for all. For this reason support may be limited; for example to 50 hours per individual case. Full details are contained in our Equitable Service Use policy and Service Agreement below:

IHCAS Equitable Service Use Policy (2019)

Service Agreement

We've created a short film to explain who we are and what work we do at the Parliamentary and Health Service Ombudsman

Tips and tools for making a complaint

Self-help Guides

You can download our guides so you can feel confident in making your NHS health complaint.

Find out more

Our Support

Katie Weston advocate for Independent Health Complaints Advocacy Service (IHCAS) has recently been working with three local people to support them to resolve complaints they have with their local GP Practices.

Read the case study