The Patient Advice and Support Service (PASS) is delivered by the Scottish Citizens Advice Bureau (CAB) Service. The service is independent and provides free, confidential information, advice and support to anyone who uses the NHS in Scotland. It aims to support patients, their carers and families in their dealings with the NHS and in other matters affecting their health.
The service promotes an awareness and understanding of the rights and responsibilities of patients. It also advises and supports people who wish to give feedback, make comments, raise concerns or make a complaint about treatment and care provided by the NHS in Scotland.
The Patient Advice and Support Service will:
- Help clients understand their rights and responsibilities as patients
- Provide information, advice and support for those wishing to give feedback or comments, raise concerns or make complaints about health care delivered by NHS Scotland.
- Ensure clients feel listened to, supported, and respected when raising concerns about difficult experiences
- Work with the NHS to use feedback to improve NHS service provision.
The Patient Advice and Support Service also provides general advice and help on a range of issues, such as housing, employment, benefits or money worries. Support with these issues can have a positive impact on the health of clients. Clients can also access information and advice on how to access health and community services that offer additional support with health care needs. The service is a valuable resource for frontline NHS staff because it offers a wide range of support for patients in relation to health and health care.
How to contact the Patient Advice and Support Service
The Patient Advice and Support Service can be accessed through any Scottish citizens advice bureau. You can find your local bureau by using the search facility at the top of this page. There is more information about the service at www.patientadvicescotland.org.uk/
In 2014, Citizens Advice Scotland commissioned an external evaluation of PASS. This was carried out by SMCI Associates. An executive summary and the evaluation can be downloaded below.