Have you got questions about the Patient Advice and Support Service? The Frequently Asked Questions below might help.
You can do this by yourself or with the help of PASS. Click here to find out more about the NHS complaints procedure.
Any treatment provided by the NHS in Scotland.
You can find your local Citizens Advice Bureau by entering your postcode in the bureau finder.
Not necessarily. You will usually see a generalist adviser in the Bureau. If you require more support, they might refer you to a specialist Patient Adviser.
The bureau will contact you by email or phone within 10 days. Please make contact if this does not happen.
Yes, PASS can help you at any point in the complaints process. Your Patient Adviser will be able to advise you on when you can expect to hear back from the NHS and provide you with information about what you can do next.
Yes. Home visits can be arranged in some areas.
Yes. You can contact us online, by phone or by email.
Yes. We can give you advice and information on how to do this. You will need to have signed authorisation, be a legal guardian or have power of attorney (POA).
Yes. We can advise and help you through the NHS process under these circumstances.
Of course. An adviser will be happy to help you with this.
No. For help giving feedback or raising a complaint about private healthcare, go online for more information and further assistance. Click here to find out more.
Information on the NHS complaints procedure can be found on the Citizens Advice Scotland public advice website. Click here to find out more.
The NHS may:
- Answer your questions/give you an explanation about what happened.
- Apologise.
- Review their procedures or policy highlighted to make a change.
- Improve the service they provide.
- Ask if you want to go to a meeting with them to discuss your complaint (PASS can accompany you to the meeting).
You can ask the NHS to meet with you or you can take the complaint to the Scottish Public Services Ombudsman (we can help arrange this and come to the meeting with you).
To access medical records click here to visit NHS inform online.
