During 2019-2020 NWCHC assisted 341 people to resolve concerns by offering initial advice, signposting or supporting people to resolve issues informally
NWCHC Complaints Advocacy Service also offered support and advice through the NHS Concerns Procedure known as Putting Things Right (PTR). The service opened and carried over 266 cases offering this support.
Every concern is different and people wanted and needed different levels of support to take their concern forward.
The Complaints Advocacy Service helped by explaining the concerns process and helping people to think about what they want and expected to happen as a result of raising their concern.
Practical support was offered to those who wanted it, including helping people write letters, going with them to meetings, helping people understand the information and response provided by NHS organisations.
Advocacy is an integral part of the CHC’s core functions. Our case work provided important information about NHS services and issues and we used this to inform our other activities.
As a result of concerns raised by clients, changes are often made which have a wider benefit.