Hospital care: Understanding your rights and how to get advice and help

They provide a point of contact for patients, their families, and their carers. Patient advice and liaison services can help with health-related questions, resolve concerns or problems when using the NHS, and provide information about the NHS complaints procedure, support groups, and more.

How can your patient advice and liaison service help?

It can help you in many ways. For example, it can:

• help you with health-related questions
• help resolve concerns or problems when you're using the NHS
• tell you how to get more involved in your own healthcare

Your patient advice and liaison service can give you information about:

• the NHS
• the NHS complaints procedure, including how to get independent help if you want to make a complaint
• support groups outside the NHS

Patient advice and liaison services also help to improve the NHS by listening to your concerns and suggestions.

Mine isn't listed - where do I find it?

You can find your nearest patient and liaison services office on the NHS website.  

You can also ask your GP surgery, Healthwatch North Yorkshire, or phone NHS 111 for details of your nearest one.

What are my rights - or someone I care for?

Patients in hospitals in England have several important rights, as outlined in something called the NHS Constitution. It outlines the principles, values, rights, and responsibilities that underpin the National Health Service (NHS). NHS bodies and private and third-sector providers supplying NHS services are required by law to take account of the Constitution in their decisions and actions.

Here are your key rights:

Access to health services

• Free NHS services: People have the right to receive NHS services free of charge, except for certain services that Parliament has decided must be paid for.
• Non-discrimination: People have the right to access NHS services without discrimination based on gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity, or marital or civil partnership status.

Quality of care and treatment

• High standards of care: People have the right to be treated with professional standards by qualified and experienced staff.
• Respect and dignity: People have the right to be treated with dignity and respect at all times.
• Safety: People have the right to be protected from abuse and neglect.

Involvement in decisions

• Informed decisions: People have the right to be involved in decisions about their care and treatment, including the right to be given information about their condition and treatment options.
• Consent: People have the right to give or withhold consent to treatment.

Confidentiality and privacy

• Confidentiality: People have the right to privacy and confidentiality of their personal health information.

Complaints and feedback

• Right to complain: People have the right to complain if they are not satisfied with the care or services they receive. The NHS must address complaints and provide a respons.