ICAS Advocate Core Code of Practice

ICAS will deliver a free, independent, professional, support service to Clients wishing to pursue a formal complaint against the NHS.

ICAS

-          Helps safeguard the rights of clients as set out in both health policy and law;

-          Empowers Clients to self advocate as far as they are able;

-          Supports clients to get their views heard;

-          Supports Clients in seeking resolution to issues which concern them; and

-          Uses Client experiences to inform service development in the NHS

ICAS advocates must ensure that Clients understand:

-          The core service principals of independence and confidentiality;

-          What they can expect from the service and what the service expects from the Client, through the early completion of the Client/service contract

-          Limits of what ICAS can achieve;

-          What they can expect from the NHS complaints procedure and where other advocacy/support services can provide more specialist advice;

-          When and how the advocacy service can be contacted;

-          They can, request to meeting with an advocate to talk in confidence to them (except when other staff have to be present for reasons of safety or security);

-          They can make a complaint about any aspect of the ICAS service and how to do so

ICAS advocates must;

-          Only act or speak on behalf of a Client if the Client request it;

-          Discuss options with the Clients providing full and balanced information to enable then to make decisions and choices;

-          Help Clients access the information they need.