Who we are:
The Independent Health Complaints Advocacy Service provided by POhWER, is a commissioned service for the London Borough of Hackney.
The service exists to deliver Independent Health Complaints Advocacy to the residents of Hackney.
What we do:
The Independent Heath Complaints Advocacy Service can help individuals make a complaint about National Health Services (NHS) and NHS funded treatment including services provided by:
- NHS hospitals
- Ambulance Services
- District Nurses
- Mental Health Services
- Pharmacists or
Our advocates can support with:
- giving individuals an opportunity to speak confidentially to someone who is independent of the NHS
- taking time to listen to the individuals experience
- talking with the individual about what support they need to make their complaint
- giving them information about the different ways that they can raise their concerns
- helping them to think about what they would like to achieve from their complaint.
- helping with writing letters of complaint
- attending meetings with them to support them with their complaint
People want different outcomes when they complain which can include:
- an apology
- feeling listened to
- an explanation or
- an improvement to NHS services
We do not encourage complaints but manage expectations and support individuals to be aware of their options to reach a realistic outcome where possible.
Record Last Updated on: 22/06/2018
NAQ – National Advocacy Qualification
Time / Date Details
Time of day
Helpline open: 8am -6pm – Monday - Friday
The service is free, confidential and independent of the NHS
Meetings are normally in the community
Advance appointments can be made via the helpline but there is no drop in service
Who is eligible?
This is a statutory service available to anyone who is a Hackney resident (also covers 20 other London Boroughs) who would like support with raising a concern or complaint regarding the NHS or NHS Funded treatment/Care.
We can advise those aged 14 – 18 under the Gillick competencies
What to do if you have a complaint
The procedure for making a complaint about the service or giving positive feedback is by calling the Helpline.
Feedback will be recorded centrally and then e-mailed in confidence to the relevant Manager.
Feedback can also be given through the website and will also be recorded centrally
e-mailed in confidence to the relevant Manager.
How to Get Here
Train: Dalston Junction or Dalston Kingsland
Bus: 38, 253,
No parking on site. Parking in the shopping centre car park about 5 minutes walk away.
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Disclaimer-important information about the Hackney Local Offer
Hackney's Local Offer website is a free and impartial service provided by the London Borough of Hackney in partnership with the NHS, local education, health and community services. The information contained within the website is available for the purposes of identifying services and provision that may be available to children and young people with special educational needs and/or disabilities.
This information does not represent a recommendation or an endorsement of a Service or Provider and neither does the London Borough of Hackney or its partners make any representations or warranties as to the accuracy of the information. Anyone seeking to use or access a service or provision is responsible for undertaking their own checks to determine the suitability and fitness for purpose of that service and provision. In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damages whatsoever arising from use or loss of use of data or profits arising out of or in connection with the use of the Hackney Local Offer.
Some providers will be registered and inspected by external agencies, such as Ofsted or the Care Quality Commission. Anyone working with children and young people will be required to have appropriate Disclosure and Barring Service Check (the replacement for the Criminal Record Check), safeguarding policies and insurance in place, which they should make available to you on request.