Llais: free complaints advocacy

What is Llais?

Llais is the independent body representing people’s voices in health and social care in Wales. One of its services is complaints advocacy.

Its complaints advocates help people understand and use the complaints process when they have concerns about NHS care.

Is the service free?

Yes. NHS complaints advocacy from Llais is free and independent.

Llais is separate from the NHS, local authorities and Welsh Government. The purpose of an advocate is to support the person raising the concern rather than to defend the organisation complained about.

What can a Llais advocate help with?

Depending on the circumstances, Llais can:

• listen to the concerns;
• explain the NHS complaints process;
• help identify the issues the complaint needs to cover;
• help someone prepare and organise their complaint;
• explain options within the complaints process;
• help someone communicate their views to the NHS;
• support someone preparing for key stages such as a listening discussion; and
• signpost to another organisation where the issue falls outside Llais’s role.

Llais can also discuss communication or accessibility needs and provides information in different formats.

Can Llais help with Listening to People?

Yes. Listening to People is the current NHS Wales complaints process for new concerns, and Llais provides independent advocacy to people using it.

The new process places greater emphasis on making advocacy available from the beginning rather than expecting someone to navigate the complaints system alone.

What can’t Llais do?

Llais does not:

• investigate the NHS complaint itself;
• decide whether the complaint should be upheld;
• decide whether the care amounted to clinical negligence;
• provide medical advice;
• replace the NHS organisation responsible for answering the complaint;
• guarantee a particular outcome; or
• act as the Public Services Ombudsman for Wales.

Does contacting Llais make something a legal claim?

Llais can explain the complaints process and help someone raise concerns. Questions about civil legal liability, compensation outside the redress arrangements or a clinical negligence limitation period are separate legal matters.

When can Llais become involved?

Llais can be contacted before a complaint is fully written, while the Listening to People process is underway or when someone needs help understanding how to raise their concerns.

It can therefore be useful at the beginning of the process rather than only after communication with the NHS has broken down.

Can Llais help after someone has died?

Llais can support someone making a complaint on behalf of another person, including in relation to concerns following a death, subject to the rules that apply to who may raise the concern.