Patients Advice and Support Service (PASS)


Patient Advice and Support Service (PASS) from Citizens Advice Scotland on Vimeo.

The Patient and Advice Support Service (PASS) will raise awareness of patients’ rights and provide support to patients on how to give feedback about their healthcare. The advice service is among a series of initiatives from the Patient Rights Act which come into force on 2 April.

Patients now have a legal right to complain, give feedback or comments, or raise concerns about the care they have received from the NHS and Patient Advisers will be on hand to provide advice and to encourage patients to give feedback on their experiences to help further improve NHS healthcare.

The Patient Advice and Support Service will:

  • Help clients understand their rights and responsibilities as patients
  • Provide information, advice and support for those wishing to give feedback or comments, raise concerns or make complaints about health care delivered by NHS Scotland.
  • Ensure clients feel listened to, supported, and respected when raising concerns about difficult experiences
  • Work with the NHS to use feedback to improve NHS service provision.

The Patient Advice and Support Service also provide general advice and help on a range of issues, such as housing, employment, benefits or money worries. Support with these issues can have a positive impact on the health of clients. Clients can also access information and advice on how to access health and community services that offer additional support with health care needs. The service is a valuable resource for frontline NHS staff because it offers a wide range of support for patients in relation to health and health care.

Further Information

For information on the Patient Advice and Support Service please refer to

Useful Links

My Condition, My Terms, My Life –

AGE Scotland –
Care Commission –
Care Information Scotland –
Counselling Directory –
Department of Health –
Drink Smarter – Health Scotland –
Dumfries & Galloway NHS  –
EPILEPSY Scotland –
General Medical Council –
NHS 24 –
NHS Choices –
NHS Direct –
NHS Inform –
The Scottish Patient Safety Programme –
Patient UK –
Patient Opinion –
Practitioner Services –
Quality Improvement Scotland  –
Royal Institute for Deaf People –
Scotland’s Health on the Web  –
Scotland’s Health Improvement Agency  –
Scottish Health Council  –
Scottish Public Services Ombudsman  –
The Healthcare Quality Strategy for NHSScotland –
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