Regulating doctors, ensuring good medical practice

Help and advice in England

In England, the two main services available are listed below.

PALS (Patient Advice and Liaison Services)

NHS Trusts throughout England provide a PALS, where you can get a variety of support.

PALS can

  • help resolve concerns or problems when you are using the NHS
  • provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • provide you with information and help introduce you to agencies and support groups outside the NHS
  • Read more about PALS on the PALS website.

ICAS (Independent Complaints Advocacy Services)

ICAS stands for the Independent Complaints Advocacy Service. They can help if you feel you have not had the service you expect from the National Health Service and want to complain. Making a complaint can also change how things are done and improve services for everyone.

ICAS is free and completely confidential.

ICAS staff, known as advocates, can:

  • give you an opportunity to speak confidentially to someone who is independent of the NHS
  • explore the options available to you at every stage of the complaints procedure
  • help you with writing effective letters to the right people
  • prepare you for, and go to meetings with you
  • contact and speak to third parties if you wish them to
  • act on your direction rather than the wishes of others

ICAS staff cannot:

  • help you claim compensation or give legal advice
  • get an NHS employee disciplined
  • help you with complaints about private medical treatment
  • investigate your complaint

ICAS is provided by

  • SEAP in the south of England
  • POWHER in London, the east of England and the West Midlands
  • The Carers Federation in the North East, North West, Yorkshire, Humberside and the East Midlands.

Other organisations

'There are also independent organisations that can provide advice and support about NHS, private healthcare and complaints to the GMC. To read more see the Other support groups section in Useful links.

What next

For examples of typical complaints and advice on what to do, you might like to visit our Case studies section.

To look up the contact details of your local help and advice centre, see Local help services.

Alternatively, use the Who to Complain to section to explore other options for making a complaint.