ICAS
New Complaint procedure page (April 09)
ICAS (Independent Complaints Advocacy Service) is a new service that has been commissioned by the Department of Health to provide a confidential advocacy support service that is completely independent of the NHS. The service is open to anyone who wishes to make a complaint about aspects of his or her NHS care and treatment - whether from a GP, dentist, acute or primary care trust, mental health/learning disability trust or ambulance service.
ICAS has been established to support patients, or relatives and carers on their behalf. It aims to ensure people have access to the support they need to articulate their concerns and to help in navigating the complaints system, maximizing the chances of their complaint being resolved quickly and effectively.
This support service will help both patients and practices. When a patient wishes to complain about a local health service i.e. practice, it would be useful to provide the patient with the contact details of ICAS. This demonstrates that the practice is taking the complaint seriously; wishes to listen to the patient and understand the issues; and is willing to do everything they can to resolve the complaint.
For more information about ICAS and the services provided you can visit their web site:
or telephone their offices as follows:
Dorset Area 01823 275037
Hampshire Area 01256 463758
Wiltshire Area 01225 762723
SDW June 08
