Frequently Asked Questions
The list below contains many of the questions we are asked by clients, their families and professionals about the Independent Complaints Advocacy Service (ICAS).
If your question isn't answered here please do telephone or write to your local office, or use our electronic contact form to get in touch. There are links to our contact details and the form on ther right of this page.
- Is your Independent Complaints Advocacy Service (ICAS) funded by the NHS, if so how can you be impartial?
- What's the difference bewteen ICAS and the PALS service?
- What does POhWER stand for?
- How can ICAS help me to decide if I want to complain?
- What can an ICAS advocate do to help me?
- Can my ICAS advocate accompany me to meetings?
- What can't an ICAS advocate do?
- Is ICAS a legal service?
- What will be achieved if I do make a complaint?
- What won't I get from making a complaint?
- Can ICAS help with a complaint about benefits?
- Can ICAS help with complaints about a private hospital or clinic?
- I've heard that the NHS complaints system has changed is that right?
Is your Independent Complaints Advocacy Service (ICAS) funded by the NHS, if so how can you be impartial?
No, we are funded by the Department of Health. Our service operates independently of any individual NHS organisation. We are client led which means that we only work with you, doing what you ask us to do (within our service boundaries) and do not speak independently to, or share any information with anyone outside of our service without agreeing this with you first.
back to topWhat's the difference bewteen ICAS and the PALS service?
PALS stands for Patient Advice & Liaison service. PALS is part of the NHS structure and can help you with day to day practical issues that need keep solutions, such as someone not returning your call. They can provide lots of information about the NHS services in their own Trust. ICAS is completely independent of the NHS and supports clients through the NHS complaints procedure. This is generally a longer term solution.
back to topWhat does POhWER stand for?
POhWER stands for People of Hertfordshire Want Equal Rights. This comes from the roots of our charity which was set up by service users. See the following pages for more information about POhWER's history. Life and Times of POhWER, a brief history
back to topHow can ICAS help me to decide if I want to complain?
We will explain how the NHS complaints procedure works, listen to your complaint and inform you of the options available whether that is through the complaints system, or whether your desired result would be more likely to be achieved through another route.
We can send you a self-help pack which may help you find your way through the process without any further help. It contains useful hints and tips on how to manage your complaint. If you would like further support we can out you in touch with one of our advocates.
What can an ICAS advocate do to help me?
Advocates have much experience of the complaints system and the way in which the NHS works. They can assist you in understanding the complaints process, writing letters, going through replies, preparing for and attending meetings and refering you to other sources of support where required.
back to topCan my ICAS advocate accompany me to meetings?
Yes, should you wish, an advocate can accompany you to meetings concerning your complaint.
back to topWhat can't an ICAS advocate do?
We won't tell you what you should do, contact people without your agreement or make up your mind for you but we can offer you information and support you to make an informed choice. We cannot provide medical or legal advice.
For further information look at Independent Complaints Advocacy Service (ICAS)
Is ICAS a legal service?
No, we are not a legal service. If you want information about legal assistance you should contact the Community Legal Service. Your local ICAS office will be able to help you find their details.
back to topWhat will be achieved if I do make a complaint?
You may get answers to your questions, an explanation or a better understanding about what happened and why, and/or an apology. You may find that the Trust agree to chnage their processes to stop something hapenning again.
What won't I get from making a complaint?
The NHS complaints process does not provide monetary compensation for medical accidents, nor can it be a process to stopping a medical professional from practising (getting someone "struck off"). If these are the outcomes you are looking for please speak to your local ICAS office who will be able to suggest an alternative route for you.
back to topCan ICAS help with a complaint about benefits?
No, the ICAS service only deal with complaints about NHS services at the moment although some of POhWER's other services do help with this. Please speak to your local office who will be able to tell you more about the help that may be available.
back to topCan ICAS help with complaints about a private hospital or clinic?
If your treatment at the private hospital or clinic was funded by the NHS this would come under the NHS complaints procedure so we can help you with this.
Otherwise we may not be able to help. You should complain to the hospital or clinic where the complaint arises and they will inform you of their complaints procedure.
I've heard that the NHS complaints system has changed is that right?
Yes, changes to the NHS complaints system came into effect in April 2009. It is intended that these changes will help to make the complaints process more flexible and allow greater focus on resolving complaints more quickly and more simply, removing some of the "red tape" and allowing NHS organisations to be more flexible in their approach to dealing with your complaint.
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