Have you got questions about the Patient Advice and Support Service? The Frequently Asked Questions below might help.
Any treatment, or failure to provide treatment 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 a fortnight. 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. You can contact us 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 welfare 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.
- 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 (we can help arrange this, help you prepare questions and may be able to come to the meeting with you) or you can take the complaint to the Scottish Public Services Ombudsman (we can help you with this).
For information on how to access your medical records go to the NHS inform website.