Patient Advice & Support Services (PASS)

Patient Advice & Support Services (PASS)

Getting Help with an NHS Complaint

If you need support with an NHS complaint, the Patient Advice and Support Service (PASS) offers free, confidential and independent advice to patients, carers and families across Scotland. 

PASS is delivered by Citizens Advice Scotland and is available through local Citizens Advice Bureaux.

PASS can help you:

  • Understand your rights and responsibilities as an NHS patient
  • Raise concerns, give feedback or make a complaint about NHS Scotland services
  • Get practical support with complaints, including:
    • Writing letters
    • Making phone calls
    • Preparing for meetings
    • Attending meetings
  • Access templates and resources to support your complaint

Contact PASS

Phone: 0800 917 2127
Opening hours: Monday to Friday, 9am–5pm

You can also visit the PASS website for guidance, complaint templates and resources, including:

  • Complaint letter templates
  • Contact and timeline records
  • Consent forms
  • Medical records request forms

 

If your complaint relates to NHS services outside Scotland, PASS cannot provide advice. In these cases, you may wish to contact your local MP.

 

PASS Webite