The Patients Association has been providing patients and the public with a confidential information and advice service relating to their experience of healthcare for over 53 years. Our Helpline assists with over 6,500 enquiries a year through telephone, email and letter. The Helpline forms an essential part of the campaigning work of the charity; it informs our work and ensures we have a true and comprehensive understanding of the issues facing patients.
Call our national helpline for free confidential advice, information and support. Our trained advisers are happy to answer your questions, however big or small. Our helpline is open on Monday to Friday from 9.30am to 5pm. Calls outside these times will be answered as soon as possible if you leave clear a clear message with your telephone number.
Call our helpline today on 020 8423 8999
Submit your questions or concerns online
About the Helpline
The Helpline will answer any enquiry about your healthcare. However, we cannot give clinical or legal advice. You may want to know if you could get a second opinion about your condition, or how to change your GP, dentist or if you can get your care from a different hospital. You may want to know how to make a complaint, or whether we have encountered a specific problem before. You may want to know how to tell the hospital how good their care is, to find out what is written in your medical records. Whatever your query, we will try to help you in every way we can.
We welcome any member of the public or healthcare practitioner getting in touch with our team of trained Helpline advisers. Often people call us when they don’t know who else to call. If you feel that you would like to contribute to our work, then please give whatever you can. We know we make a real difference, so help us to continue our work.
When can I expect a response if I leave a voicemail or send an online submission?
If you ring our helpline within our working hours we should be able to discuss and help you with your question immediately. If all our advisers are busy, then we will do our very best to call you back within 48 hours. Alternatively you can submit questions or share your concerns using our online form. If the matter is urgent we will respond within 48 hours. The response time depends upon our workload, however we always do our very best to give you a reply as soon as possible.
Tell us about your care partnership with the Care Quality Commission
The Patients Association are proud to be working with the Care Quality Commission (CQC) to empower patients to share their experiences of health and social care. The CQC are an independent regulator of health and social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve. They do this by monitoring, inspecting and regulating services to make sure they meet fundamental standards of quality and safety and then they publish what they find, including performance ratings to help people choose good care for them and their families.
While anyone can contact CQC directly if they would like to share their concerns and experiences of a health or care service in England (anonymously, if they wish to do so), its ‘tell us about your care’ partnership with The Patients Association enables us to pass on this information to CQC too, so that CQC can continue to be a responsive regulator that listens to and acts on people’s experiences of care. The partnership is also an opportunity for The Patients Association to share examples of best practice with the CQC of where high quality and compassionate care is being provided so that others can learn from them.""
If you would like one of our dedicated Helpline advisers to relate your experiences to the CQC, then get in touch either by phone or through completing our online form. Alternatively, you can share your story with the CQC directly, but don't forget to select 'The Patients Association' from the menu to share where you found this information. By doing this, it helps us to make sure we are giving the most accurate and helpful information about how to make a complaint or recognise good practice with the regulator.