Liskeard ICAS opened in October 2003 and has provided support and information to over 270 NHS patients who had a complaint about their treatment.
Working with patients, we have written letters and attended meetings to resolve problems and secure explanations and apologies for our clients. Complaints are generally welcomed as an opportunity to learn from mistakes and improve services to NHS patients and in some cases NHS Trusts have changed their procedures or offered to retrain their staff. Those complaints that cannot be resolved locally are referred to the Healthcare Commission for independent investigation.
We also gather information that can be used by the local Patient Forums, the Healthcare Commission and the Department of Health to highlight problem areas for review, which will hopefully result in changes to procedures and improvements in the future.
ICAS continues to provide free information and advocacy support to people who wish to pursue a NHS complaint. This includes Hospital Services, GPs, Dentists, Opticians, Pharmacists, District Nurses, Ambulance Services, Physiotherapists etc. (ICAS is not part of the NHS). Patients wishing to complain about their NHS treatment have six months from the event, or from the time they became aware of cause for complaint, and can be assured that details of their complaint will be kept separately from their medical records. ICAS can only offer advocacy to individuals with an NHS complaint and cannot deal with compensation claims.
Phone lines are open from 9am-5pm Monday to Friday. We are able to meet with people who wish to make a complaint either at our office at Liskeard Citizens Advice Bureau or at their local Citizens Advice Bureau. We can also make home visits to those unable to travel.
Contact ICAS on 01579 346500 or 0845 1203782.
— Press release, ICAS Liskeard