NHS Advocacy is now provided by North East NHS Independent Complaints Advocacy (ICA),supporting individuals complaining about the NHS in the following local authority areas:
Darlington, Durham, North Tyneside,South Tyneside and Stockton on Tees
This service replaced the previous Independent Complaints Advocacy Service (ICAS) in 2013 and continues to be delivered by the Carers Federation Ltd, who now have over nineteen years experience of supporting people in the North East with NHS complaints.
How to find us
The service is now delivered remotely across
each Authority area with local advocates Please direct all calls via our Helpline correspondence to our PO Box as listed below
Local Links you may find useful
Healthwatch – the local voice for health and social care issues
Clinical Commissioning Groups replaced1st July 2022
North East and Cumbria Integrated Care Board is a new NHS body with the responsibility for commissioning health and social care. It will evolve over the next few months
NHS England Primary care Complaints function 1st July 2023
The responsibility for dealing with NHS complaints around Primary care has now been passed over to the North East and Cumbria Integrated Care Board – more information will follow
Outreach venues by appointment.
We have fully experienced Advocates in all Local Authority areas and at certain core venues by appointment. Alternatively, in response to feedback and to make our service more accessible, we are able to meet at any other venue to suit your individual needs.To make an appointment please call 0808 802 3000 ica@carersfederation.co.ukto explore options. Deaf/deafened people can contact us by either text or BSL Whats app video on 07738994040
We have been out and about and one of the messages we have picked up from members of the public is they did not realise that they are able to complain about all NHS services regardless of where they are delivered. The important factor is where the funding comes from even if the service is jointly funded possibly with the Local Authority as long as there is an element of NHS funding we can assist. We would be interested to hear from carers and their experiences of raising concerns. Last month we joined the Deaf Communities and a Local Hospital Trust to look at improving their experiences of healthcare.
Core message
We recognise the NHS remains under pressure and this is being reported extensively in the media where the focus is on delays in accessing care and treatment across all health settings. Whilst pressures have escalated there are still disruptions to services with elective care and appointments being rescheduled following the unavailability of NHS staff. As a service we are not here to make any judgements; our role is to support patients, their families or carers through a formal NHS complaints process.
People using our service have been telling us about their experiences around the NHS for a long time and we have supported them to get their voices heard by making an NHS complaint and changing services for both themselves and others. So please use our service as we are completely independent of the NHS and specialise in this area.
We want to hear from you should your NHS care and treatment not go to plan or even if there have been significant delays – it is important to share your experiences to enable any learning and improvements to be made – even in the challenging situation the NHS finds itself.
The service user feedback received during 2024/5 rated our overall service very highly – with service users rating advocates at 100% Some of the comments of which there are many were extremely complimentary.
“I wish ICA dealt with everything and it all went through them, I didn’t like the matron ringing me up or the response letter just landing on my doorstep.The service was exceptionally good and advocate supported me all the way through”
“You helped me get the closure I needed following my daughter’s death – I would still be wondering what happened now if it was not for your support. It really means a lot.“
“Thank you for coming with me to the GP, I wouldn’t have managed that on my own despite the difficult meetings I do at work day to day. That was a step too far for me so I know I wouldn’t have gone to do that and feel a bit better about that now”
“Going against the NHS can be quite daunting so it’s nice to be supported all the way through. Grateful for advocates support, especially during the meeting”
“Was able to express my own thoughts and feelings, and advocate portrayed that well. If I have concerns or questions, advocate will always get back to me within 2-3 days, which was brilliant. Great service will always come back if more NHS issues”
“Advocate was absolutely phenomenal. She went up and above to help me.”
We give our time free and pride ourselves in being people led so will tailor any support in accordance with your wishes and the outcomes you desire.
Whist making a complaint to the NHS is a decision for you: if you do not; how with the NHS be able to learn and improve for the future? There are positive benefits from all negative experiences. Its the essence of learning for everyone and generates positive outcomes. Even in these challenging times this message still rings true.
The Parliamentary and Health Service Ombudsman have now shared the results of their pilot around the new NHS Complaints standards framework which will now be embedded gradually across the NHS. This service is proud to have served on the National Working Group assisting the development of the standards for patients. https://www.ombudsman.org.uk/organisations-we-investigate/nhs-complaint-standards
Our advocate team has a wealth of experience and knowledge and specialise in NHS complaints work so have no other distractions and will guide and support you through the process to a conclusion.
As an advocacy service we are independent of the NHS, non judgemental and impartial though most important are led by you and your needs – we will help you to do what you want about your NHS complaint and signpost you, where necessary, to other Organisations who may be able to offer additional support.
