All prisons have a responsibility to provide prisoners with the same standard of healthcare that they would receive in the community. The healthcare provider will vary between prisons, however all prison healthcare services are commissioned (or paid for) by NHS England. The healthcare department will provide both physical and mental health services and will be staffed by a team of qualified and highly skilled doctors, nurses and healthcare professionals.

Prisoners receive a healthcare assessment when they first arrive in custody. This helps to make sure that all prisoners get the medication, information and support they need for their mental and physical health.

Just like in the community, prisons provide a range of different clinics and healthcare services including counselling and mental health support, screening and substance misuse services. Once prisoners have had their initial assessment, it is their responsibility to request and book healthcare appointments and take their medication.

Prisoners can also access additional emotional support via the prison Chaplaincy (a multi-faith team inside the prison who care for the spiritual and emotional well-being of prisoners) and the Listeners scheme (delivered by residents who have been trained by the Samaritans to provide confidential support to other prisoners).

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Making a complaint about healthcare in prison

Prisoners with concerns about their healthcare should speak to the prison healthcare team first, as they will usually be able to sort the issue out quickly. However, if a prisoner is unhappy with the care or treatment they have received from the healthcare team, they can choose to complain to either:

• the healthcare team - ask for a copy of the complaints policy or
• the commissioner:
• for prisons in England - You can find out how to complain to NHS England on their website. When making a complaint, it is important to provide the name of the prison the concern relates to and/or the prison the prisoner is currently at. Please note NHS England cannot re-investigate a complaint that has already been made to the prison healthcare team.
• for prisons in Wales - Local health boards are responsible for planning and delivering NHS services in their areas:
• HMP Berwyn - Betsi Cadwaladr University Health Board
• HMP Cardiff - Cardiff and Vale University Health Board
• HMP Swansea – Swansea Bay University Health Board
• HMP Usk and Prescoed - Aneurin Bevan University Health Board

If a prisoner has made a complaint but is unhappy with the response, the next stage of the complaints process is the ombudsman:

• For services in England, this is the Parliamentary and Health Service Ombudsman
• For services in Wales, this is the Public Services Ombudsman for Wales

If a prisoner is thinking of making a complaint and would like to go through their options, they should ask to speak to a member of the Safer Custody Team in the prison.

Page last reviewed: 1 March 2024

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