The first contact a complainant has with ICAS can be vital, determining whether the complaint is resolved informally or escalates into a more formal procedure. Good verbal communications and inter-personal skills are the key. If the relationship with the complainant is not handled well at this early stage, the complaint can fester on for lengthy periods.

The initial response of the ICAS advocate to someone who feels aggrieved is a critical factor in establishing their confidence that they will be appropriately supported by the ICAS service.

Many would-be complainants are

• fearful of retribution, such as being struck off the doctor’s list, or being adversely treated
• daunted at the idea of having to confront the person concerned, particularly if they are feeling vulnerable
• sceptical about whether they will receive honest and impartial explanations.

The reassurance that the ICAS advocate can give is crucial. By responding to their concerns quickly and efficiently, there will be a better chance of early resolution.

Next: First questions to ask