Patient Adviser (Patient Advice & Support Service

Overview of Citizens Advice Edinburgh

The Citizens Advice Service was first established in Edinburgh in 1939. Over the years it has grown to deliver services from 4 main Bureaux (Dundas Street, Leith, Muirhouse and Portobello) and over 20 project/outreachlocations across the capital. In 2007 the separate Bureaux merged to form Citizens Advice Edinburgh (CAE, Charity Number SC038195). Through a team of core and project staff and over 120 highly trained and committed volunteers, CAE provides a free, confidential, independent and impartial service to the citizens of Edinburgh on a wide range of issues including:

Debt and money

Welfare Rights Consumer issues

Immigration

Employment and workforce problems

Housing

Relationship and family issues

Discrimination

Health services

Legal rights & responsibilities

The Patient Rights (Scotland) Act was passed in February 2011. The Act created the Patient Advice and Support Service (PASS) to promote awareness of patient rights and responsibilities, to assist people to deal with issues affecting their health and wellbeing and to provide advice and support to those wishing to give feedback or comments, or to raise concerns or complaints about NHS care received.

Patient Advisers will work with the Citizens Advice bureau/x in their local health board area and will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via a national PASS website. The Patient Adviser will provide direct advice and information to clients; support bureaux volunteers to deliver information and advice relevant to the service;

produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.