Advocates and representatives

Advocates and representatives help patients understand information, express preferences, ask questions, make complaints or access services. Their role is valuable but does not automatically give them the right to receive records or make decisions.

The key question is what role this person has for the specific patient and request. An advocate supporting a complaint may not have authority to receive clinical records by phone. An attorney’s authority may apply only in certain circumstances. An appointee for benefits is not automatically authorised to make healthcare decisions.

Different roles may include

• Informal advocate: someone chosen by the patient to support them in being heard.
• Formal advocate: someone appointed through a service or statutory route for a defined purpose.
• Attorney or deputy: someone with legal authority under relevant frameworks, with limits based on scope and activation.
• Appointee: someone who manages benefits but does not automatically have access to healthcare records.
• Complaint representative: someone supporting a complaint via the practice's complaints process.

Keep the patient's voice central

Where possible, speak to the patient and confirm their wishes. If they have communication needs, use accessible formats, interpreting or advocacy support so the patient can take part.

If the patient cannot speak for themselves or authority is unclear, pause and escalate. Reception staff should not resolve complex questions about capacity or legal authority alone.

Records and document requests

Requests for copies of records, letters, appointment notes or complaint documents must follow the approved route. Do not disclose such information during an informal phone call, even if the caller appears helpful.

Different advocate roles

An advocate supports the patient to be heard; they do not automatically become the decision-maker.