POhWer provide help to use the NHS complaints process, which covers all NHS-funded treatment, including dentists, pharmacists, opticians, if the NHS has provided this service to you.

The service is free, confidential and independent to the NHS.

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Eligibility criteria

Inclusions

POhWer can:

• give you an opportunity to speak confidentially to someone who is independent of the NHS
• take time to listen to your experience
• talk to you about what support you need to make your complaint
• give you information about the different ways that you can raise your concerns
• help you to think about what you would like to achieve from your complaint
• help with writing letters of complaint
• attend meetings with you to support you with your complaint

POhWer cannot:

• investigate your complaint
• support you with a complaint about something that happened more than 12 months ago, unless you have only just found out that something went wrong or you have a good reason for not complaining sooner. This is because the NHS regulations say you should complain within 12 months
• support you with a complaint about private health care
• support you to complain about a medical professional’s fitness to practise
• give you medical or legal advice

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How to refer

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