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      This page explains your rights in stoma and continence care. It does not promote products and is for everyone, no matter what products or services you use.

      Your care, your choices and your rights 


      If you use stoma, bladder or bowel products or services, you have rights and choices about your NHS care. 

      This page explains your rights, the choices available to you and what you can do if you have a question or concern. 

      The information is for everyone, whatever products or services you use. 

       

      Information you can trust 


      This information was created with our Lived Experience Ambassadors, people who use bowel and bladder products and services in their everyday lives. 

      It has also been independently reviewed by The Patients Association.  Their input has helped us make the information clear, supportive and relevant to patients. 

       

      [i] UK Government. The NHS Constitution - View here

      Not sure what something means?

      Check our Glossary of Terms for a clear explanation of words and phrases.

      What are you looking for?

      Choose the option that best describes what you need. 

      I want to understand my rights

      Find out what you can expect from your NHS care and your rights. Find here

      Choose who supplies my prescription

      Understand your options for getting your prescription products. Find here

      I can't get the product or service I need

      Find out who and what you can ask and what you can do next. Find here

      I'm unhappy with my care or service

      Find out what you can do if something doesn't feel right. Find here

      I want to make a complaint


      Understand the complaints process and where to find further help.       Find here

      I want independent support


      Find organisations that may be able to advise and support you.       Find here

      Your rights at a glance 


      It is important to know that you have rights when it comes to your NHS care. 

      ✓ Be involved You should be involved in decisions about your care. 


      ✓ Have your needs heard You can talk about your needs, preferences and concerns.

       
      ✓ Have decisions based on your clinical needs Decisions about your care should consider what is clinically right for you. 


      ✓ Ask why If you cannot get a product or service, you can ask for an explanation. 


      ✓ Raise a concern You have the right to raise a concern or make a complaint about NHS services. 


      ✓ Ask for support You can ask for help if you are not sure what to do next.

      Making Decisions Together

      Making Decisions Together

      Watch here
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      Making Decisions Together

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      Useful guides to help you make decisions about your care

      We have produced this short guide to explain your rights as an NHS patient with intimate health needs. This is relevant whether or not you use a Coloplast Product.

      Making decisions together - Leaflet

      Making decisions together - Leaflet

      Read this leafleting on supporting conversations about bladder and bowel products and services. Read here
      Making Decisions together - Webinar

      Making Decisions together - Webinar

      Watch the full webinar on making decisions together hosted by The Patient association. Watch here

      What country do you receive your care? 

      Click the links to see your rights

      England

      Your rights

      Northern Ireland

      Your rights

      Scotland

      Your rights

      Wales

      Your rights

      Who can supply my prescription? 

      If you use stoma, bladder or bowel products on prescription, you may have a choice about who supplies them. 

      Once your prescription has been approved, you can choose a provider that meets your needs, based on the services available in your area. 

      Community pharmacy 

      Some pharmacies can supply your prescription products alongside your usual medicines. 

      Depending on your pharmacy, you may be able to collect your products or have them delivered to your home.

      GP dispensary 

      Some GP practices can supply prescription products directly. 

      Ask your GP practice what options are available. 

      Specialist home delivery service 

      Specialist home delivery services are also known as Dispensing Appliance Contractors, or DACs. 

      They specialise in supplying products such as stoma and continence products and delivering them to your home. 

      Some services also offer help with prescriptions, ordering and product support. 

      Centralised Prescribing Service 

      In some areas, a Centralised Prescribing Service manages prescriptions on behalf of the NHS. 

      If your prescription is managed by one of these services, ask what choices you have about who supplies and delivers your products. 

      Things to think about when choosing a service 

      You may want to ask: 

      • How can I order: by phone, online or through an app? 

      • How and when will my products be delivered? 

      • What help is available if I have a problem? 

      • Can the service help manage my prescriptions? 

      • Is specialist advice or support available? 

      • What do other patients say about the service? 

       

      Remember: You may have a choice about who supplies and delivers your prescription products. 

      If you are not sure which option is right for you, speak to your specialist nurse, healthcare professional or prescribing service about the choices available in your area. 

      What if you are told you cannot have a product that should be available on the NHS?


      Remember, you do not need to suffer in silence. You have the right to access products if they meet your clinical need – this means a healthcare professional has checked you and decided you need the product for your health. You also have the right to complain about any part of NHS care, treatment, or service. These rights are written in the NHS Constitution:

       

      “Please note, the following actions should only be taken if you believe that the decision not to prescribe a product has been made on funding grounds and / or you have not been given a reasonable explanation as to why it might not be right for you. Sometimes, a specialist nurse, GP or other prescriber may decide that a particular product is not clinically appropriate, based on their knowledge and expertise – they should be able to provide you with a clear explanation for this, offer an alternative product, and explain why they are recommending it instead.” 

      What you can do if you have a concern

      If you're unhappy with any aspect of your care, treatment, prescription service, or the products you receive, it's important to know that support is available and there are several ways to raise concerns, ask questions, or make a complaint.

      In many cases, concerns can be resolved quickly by speaking to the healthcare professional, prescribing service, pharmacy, or delivery provider involved in your care.

      Step 1: Talk to the service involved

      If you feel comfortable doing so, consider speaking directly to:

      • Your GP practice
      • Specialist nurse
      • Continence, bowel or bladder service
      • Centralised Prescribing Service (where applicable)
      • Pharmacy
      • Dispensing Appliance Contractor (DAC) or delivery provider

      They may be able to explain decisions, address concerns, or resolve issues promptly.

      Step 2: Contact your local patient support or complaints service

      If your concern isn't resolved, you can seek advice from the organisation responsible for your care.

      England

      Patient Advice and Liaison Service (PALS) can:

      • Listen to your concerns
      • Help resolve problems informally
      • Explain the NHS complaints process
      • Direct you to your local Integrated Care Board (ICB) complaints team where appropriate

      Further information:

      Wales

      If you have concerns about NHS services in Wales, you can access support and complaints information through:

      Scotland

      Information on raising concerns or complaints about NHS services can be found at:

      Northern Ireland

      Contact the relevant Health and Social Care (HSC) Trust or service provider responsible for your care. Your local Trust can explain its complaints process and how concerns are investigated.

      Step 3: Escalate your complaint

      If you remain unhappy after receiving a final response from the NHS organisation or healthcare provider, you may be able to ask an independent Ombudsman to review your complaint.

      England

      The Parliamentary and Health Service Ombudsman (PHSO) is independent of the NHS and Government and investigates complaints that have not been resolved through the NHS complaints process.

      You may also wish to contact your local Member of Parliament (MP) for support and advice in some circumstances.

      Wales

      Complaints can be referred to the Public Services Ombudsman for Wales once the NHS complaints process has been completed.

      Scotland

      Complaints can be referred to the Scottish Public Services Ombudsman if you're dissatisfied with the outcome of your complaint.

      Northern Ireland

      Complaints can be referred to the Northern Ireland Public Services Ombudsman following completion of the local complaints process.

      Your rights

      You should:

      ✓ Be treated fairly and with respect when raising a concern.

      ✓ Receive information about how to make a complaint.

      ✓ Receive a response to your complaint.

      ✓ Be able to raise concerns without it adversely affecting your care.

      ✓ Be told how to escalate your complaint if you're unhappy with the outcome.

      We have included some templates below that can be amended to tailor to your situation for an email or letter to a HCP, ICB or local MP.  We would advise you do check your local service and ‘look up how to complain’ they may be an additional online form to register your concern

      If you're unsure about any of the words used within the following materials, please check our Glossary of Terms 

      Letter to your healthcare professional

      An example letter for writing to your healthcare professional (e.g., GP, specialist nurse, or bladder/bowel consultant) is available to download here. You can use this as a starting point and adapt it to include your own experiences, details, and concerns.

      Example letter

      Letter to your NHS health board


      An example letter to your health board is available to download here. This should be used as a basic outline and should be adapted to include information about your specific experiences and circumstances. Please check your local ICB website for information on how to make a complaint.


      Example letter

      Letter to your local member of parliament (MP)

      An example letter for writing to your MP is available to download here. You can use this as a starting point and adapt it to include your own experiences, details, and concerns.



      Example letter

      Who else can you raise your concerns with?.

       

      PALS - The Patient Advice and Liaison Service 

      The Patient Advice and Liaison Service (PALS) is an NHS service that provides confidential advice and support to patients, families and carers. PALS can help individuals raise concerns and seek informal resolution in relation to NHS care and services.

       

      Healthwatch

      Healthwatch is the independent national body that helps people understand how to raise concerns or make a complaint about NHS and social care services in England, and where to go for further support if issues cannot be resolved locally. 


      Contact patient support groups, associations and charities

      they will help you to identify local healthcare specialist and will be able to offer additional support Organisation List
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