Independent Complaints Advocacy (ICA)

Both NHS England and the Parliamentary and Health Services Ombudsman paused the NHS complaints process at very short notice during the pandemic and this effectively meant NHS Complaints Advocacy for any new complainant had to be delivered remotely with no prospect of resolving concerns other than in writing. They have embraced all the latest technology and use Zoom, Microsoft Teams, What’s App  and various other digital platforms. It has been noticeable that demand has dropped significantly and given the media support around the NHS this is understandable. They are hearing from many prospective complainants they do not wish to raise their concerns even though they are serious in nature as the NHS response may not be positive. Their office is now open again as of 3rd August as they get used to the new normal.

You can download the complaints standards framework below.

Given the NHS is also returning to normal and the fact some NHS bodies have continued to respond to complaints correspondence throughout the pandemic it is important that we hear any concerns of care and treatment that may have been delayed or any concerns around patient safety. The Ombudsman is encouraging people to come forward as they believe they are not necessarily seeing some of the more serious complaints.

With this in mind, a public consultation is in progress until September to help form the new framework for dealing with complaints. The Ombudsman is looking for as much feedback as possible and that's where they need your help!

If you would like to get in touch with ICA:

0808 802 3000

ica@carersfederation.co.uk

Visit their website