Helping Unlock Important Financial Support When Circumstances Change Due to Ill Health

Funded by NHS Lothian Charity and made possible by our donors, a hospital-based advice service has now helped secure over £5 million in financial support through benefits and other social security entitlements for patients, carers and staff.

When someone’s health changes, the impact is often felt far beyond the immediate medical condition. A hospital stay or ongoing treatment can quickly affect income, while everyday costs continue to build. At the same time, navigating the welfare rights system and financial support can feel overwhelming – especially when people are already coping with illness or caring commitments.

That’s where this charity-funded service makes a difference.

Specialist Welfare Rights Advisers are based within NHS Lothian hospitals, offering free, confidential advice right at the point people need it most. Being able to access support in a convenient setting removes a major barrier, particularly for those who may not otherwise seek help, feel unsure about what they are entitled to, or simply don’t feel able to deal with financial matters during illness.

Led by NHS Lothian Public Health, and delivered in partnership with organisations including local Citizens Advice Bureaus and CHAI, the service supports people with a wide range of issues – from accessing benefits, managing debt and rising living costs to information and signposting on housing and employment. Addressing these practical concerns can play an important role in reducing stress and supporting recovery.

Since launching in late 2022, the impact has been significant. For many people, this is the first time they have accessed this kind of support, helping to improve financial stability at a time when it is most needed.

A patient story

When one patient was referred to the service at St John’s Hospital, she was undergoing regular dialysis alongside chemotherapy. The frequency and length of her treatments made it almost impossible to attend appointments elsewhere, particularly as she was also trying to remain in work.

Being able to access support within the hospital made a real difference. Advisers met with her on the ward at times that worked around her treatment, with nursing staff helping to provide a quiet, private space to talk.

This gave her the opportunity to explain what she was going through – and the wider impact it was having on her life.
As well as managing the demands of treatment, she was increasingly worried about her finances. She was also finding the emotional impact of her situation difficult to cope with.

With support from the hospital-based Welfare Rights Adviser, she was able to explore what financial help she might be entitled to and get practical help with long and complex application forms. She was also connected with other services offering emotional support.

Having this support available within the hospital removed the need to arrange additional appointments or travel, making it much easier to access help at a time when her energy was already stretched.

The difference it makes

This support goes beyond immediate financial help. Evidence shows that financial insecurity can directly affect both physical and mental health, and addressing these pressures at the right time, in the right way, in the right place can play an important role in overall wellbeing and recovery.

By embedding welfare rights advice within healthcare settings, the service also supports clinical teams, reducing the burden on staff and allowing them to focus on patient care, while ensuring wider social needs are addressed in a person-centred way.

Feedback from people who have used the service highlights just how valuable it is:

“I would be lost without the service and very much appreciate the help I got.”

“Very friendly and supportive, especially during a stressful time.”

“This is an amazing service… I don’t cope well with official paperwork, and they made everything easier to understand.”

“Your advice was very helpful, and I managed to make a successful claim. We really did need it for expenses, transport and parking. Thank you so much for your help and for encouraging me to apply for Attendance Allowance.”

Hospital staff equally recognise the importance of the service. They regularly highlight how the service not only benefits their patients directly, but also enhances their own understanding of welfare rights system, enabling them to better support patients’ wider needs.

“Great to hear the good news about [client’s benefit award] – thanks for your patience and persistence!” (Consultant)

“Thank you very much for all this comprehensive information – it is extremely useful as I was unsure of the different benefits available and processes.” (Occupational Therapist)

“Many thanks for this, it is an incredibly helpful and a brilliant service you provide.” (Consultant)

“Hugely helpful – and also for me to understand.” (Consultant)

“Thank you so much. I think the doctors involved will be very grateful for your advice. I shall pass on the really helpful information you’ve shared just now ahead of their respective appointments with [the patient] in the coming weeks and provide your contact details if needed.” (Consultant)

“You always go above and beyond and it’s appreciated beyond words.”

A joined-up approach to health

This project recognises that health is shaped by more than clinical care alone. Factors such as income, housing and financial security all play an important role in people’s wellbeing and improving health outcomes.

Kerry Murray, Assistant Programme Manager – Anchor Institution Programme, NHS Lothian Public Health & Health Policy, shared:

This service highlights the importance of supporting wider aspects of wellbeing and the difference addressing issues linked to poverty and financial hardship can have on people receiving hospital care. By helping people access the financial support they’re entitled to, we’re reducing stress, supporting recovery and tackling some of the wider challenges that affect health. Working in partnership ensures people can access expert advice at often a very challenging time and the impact for individuals and families can be life-changing.”

Thanks to the generosity of our donors and strong collaboration with partners, this project is helping to tackle health inequalities, strengthen financial resilience, and means that patients and their families can focus on what matters most: their health and recovery.