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, Newcastle, North Tyneside and South Tyneside.
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. Please click on the Independent Complaints Advocacy link on the left hand banner for an overview of how we can help.
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 are looking forward to continue the support of our service users with their NHS concerns/complaints and will be embarking on some wider engagement over the next 3 months to share knowledge of our services even more widely. If you are someone who is interested in our service please feel free to contact us via the helpline. We have noted several GP Practices in the areas we cover have incorrect nhs complaints advocacy information on their websites and within the literature shared with patients. this is contrary to recent guidelines issued by the Ombudsman. We are exploring with NHS Stakeholders how this can be rectified, We support with any NHS complaints regardless of where they are based – this includes Dentists, Pharmacies, Opticians amongst others.
Our core message below still applies:
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 feedback received during 2023 indicated a 96% satisfaction rate with our overall service – with many service users rating advocates in excess of that ! Some of the comments of which there are many were extremely complimentary.
“The service is excellent and I would definitely recommend it to others needing support with an NHS complaint. A big thank you to (advocate name) and the service”
“Advocate name was lovely, informative, knew what she was doing and gave me confidence to carry on in what was a rough period of my life”
“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.
