The NHS Choice Framework: what choices are available to me in the NHS?*

The government is committed to giving patients greater choice and control over how they receive their health care, and to empowering patients to shape and manage their own health and care in England. This framework sets out some of the choices available to you in the NHS. It explains:


  • when you have choices about your health care
  • where to get more information to help you choose
  • how to complain if you are not offered a choice

View the NHS framework here

*Information sourced directly from, content published 29th April 2016.

Patient rights to health services are contained within the NHS Constitution. View the NHS Constitution here

Questions you could ask your doctor:

  • What products are available to help with my condition?
  • What are the advantages of different models of device?
  • Could different products help me manage my condition?
  • Can you give me a medical exemption application form?
  • If there is a product you feel would help you manage your condition, ask your doctor or nurse whether they can prescribe it. If they say no, you can ask for an explanation why?

Questions you could ask your pharmacist or medical devices provider:

  • Are there any supplementary items that should accompany this product?
  • Can you send the order to my home?
  • What similar products are available from other manufacturers?
  • How do I use and look after these products?
  • Is there anyone I can talk to about it?
  • Is there anything you can do to help me manage my condition?
  • Can you prepare me an online personalised care plan?

Patient Choice

If you have been a user of a Coloplast medical device and you're comfortable with your product and the service you've been provided so far but you've been told by your GP, nurse of Clinical Commissioning Group (CCG) that you can no longer receive the product and will be given an alternative then you have a number of options available. 

Your options differ based on your local NHS provider:


There is an NHS procedure to follow including ensuring that the complaint is relevant and timely. NHS England has produced some guidance:

NHS England complaints process

You can find more detail on the complaints process and what to expect here -

Northern Ireland

If you are unhappy with the care or treatment you receive from the health service in Northern Ireland, you have the right to complain. Your complaint is confidential.

NHS Northern Ireland complaints process


Health service complaints managers can provide you with more information on how to make a complaint.

You can also contact the Patient and Client Council. They give free and confidential advice, information and help to make a complaint.  


Under Feedback and Complaints in the Charter of Patient Rights and Responsibilities, you have the right to:

  • give feedback, make comments, or raise concerns or complaints about the health care you receive from NHS Scotland
  • be told the outcome of any investigation into your concerns or complaints
  • independent advice and support when providing feedback
  • take your complaint to the Scottish Public Services Ombudsman (SPSO)

NHS Scotland complaints process

Help with complaints

Contact your local Patient Advice & Support Service (PASS) for independent advice and help with complaints.


Contact your Health Board's Concerns Team

NHS Wales follow a complaints process known as ‘Putting Things Right’.  Each Local Health Board and NHS Trust has their own concern’s team.

The concerns team can support you in raising your issue with the service responsible for your treatment. You can find contact details for the team in your area on your Health Board’s website.

NHS Wales complaints process


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