What does the ICAS adviser needs to know from the complainant?
Has there been an attempt at local resolution?
Does the complainant have a letter(s), other records?
advice on letters, phone calls and meetings
Access to records and patient information
Data Protection Act
Freedom of Information Act
What does the complainant needs to know from the ICAS adviser?
Will information be kept confidential?
What ICAS can and can’t do
Outline of current complaints procedure
What the complaints procedure can and can’t do
Glossary of NHS structures/ NHS explained
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