People need support to ensure their voices are heard
“A right to make a complaint is meaningless if there’s no support to do so.”
When people are unwell or in crisis, or when their complaint is complex, information alone is not always enough to enable them to navigate the complaints system.
Of those who did complain, over a third had no formal or informal help or support. Fewer than 1 in 10 were provided with formal independent advocacy support. Two thirds (70%) of those who experienced poor care but did not complain said they would be more likely to in the future if they were offered advocacy and support.
Seb, who was detained in a psychiatric hospital for treatment for schizophrenia, was very concerned about his medication and the lack of contact with his doctor. It was not until he heard about an advocacy service that he had the information and help he needed to get his concerns listened to. As he put it: “A right to make a complaint is meaningless if there’s no support to do so.”