Core criteria
- Before submitting your request, please check the relevant resources on our website — particularly our self-help guides. If you are unsure about anything once you have read these, please call our helpline to speak with one of our medical or legally qualified volunteers, who will be able to clarify things for you.
- We can only take on your case if we have capacity. Unfortunately, there are times when our service is particularly busy and we are unable to take on new cases. We try to help everyone who asks us for help, but sometimes demand is more than we can manage.
- We are only able to take on cases in which something has happened that has caused a person harm when they were receiving medical treatment, which could have been avoided.
- We cannot help with cases in which the person who has experienced harm wants us to achieve something that is not possible. We will also not be able to help anyone who has already exhausted all other options available to them, including making a legal claim.
Other factors we consider when prioritising cases
- In accordance with Avma’s Equality & Diversity Policy, we will prioritise cases where, in addition to the core criteria being met, the applicant is considered less able to cope without our help due to a disability, lack of literacy, or reduced understanding of English.
- We will consider whether there is an issue regarding avoidable harm in healthcare when considering how to prioritise the case.