What is ICAS Advocacy?

Advocacy skills are used to provide practical support and direction to Clients, in order to assist them in finding a resolution to their complaint.

ICAS’ relationship with the Client focuses on contact at each of the following points or activities in the NHS complaints procedure, those being:

-          Identifying what the available options and possible outcomes are, and deciding which option to take;

-          Making the complaint to the appropriate Trust (s)

-          Deciding how to proceed with the complaint, following the Trust’s initial response;

-          Complete the local resolution phase by attending meetings or entering into correct correspondence;

-          Completing the Independent Review stage by attending meetings or entering into correspondence

-          Making a complaint to the Health Service Ombudsman; and

-          Understanding the Health Service Ombudsman’s final decision

ICAS will also support Clients with a grievance related to any aspect of healthcare that falls under the jurisdiction of the Health Service Ombudsman, such as complaints about poor treatment or service provided through the NHS in England.

The Ombudsman looks into complaints against NHS services provided by hospitals, health authorities, trusts, GPs, dentists, pharmacists, opticians and other health care practitioners. The Ombudsman can also investigate complaints against private health contractors if the treatment was funded by the NHS. (For more information on the work of the Ombudsman, please go to www.ombudsman.org.uk)

Whilst ICAS does not provide on-going advocacy for Clients outside of the health related complaint, ICAS will suggest appropriate referrals to PALS, professional bodies such as the GMC, and to specialist support such as medico-legal advice, bereavement support, mental health support, etc.

ICAS Advocate Core Code of Practice