Has there been an attempt at local resolution?
If the complainant has already proceeded with a complaint and local resolution has left them dissatisfied, the ICAS advocate can still help at any stage in the process. They may be able to help the complainant identify the issues which have not been addressed, in their view, and to go back for further clarification.
The complainant also has the right to ask for a Healthcare Commission review where local resolution has
- been refused
- has taken more than six months
or
- the complainant has grounds for believing that it is not being carried out properly.
In these circumstances the Healthcare Commission may decide to review the complaint before the end of local resolution. In the first instance, the Healthcare Commission may decide to send the complaint back to the local organisation, asking why local resolution has not yet taken place and to re-instigate local resolution as promptly as possible.
The Healthcare Commission will not accept a complaint for independent review unless local resolution has been completed, except when the latter has been refused or taken longer than six months.
The Healthcare Commission has discretion to accept late complaints where the reasons for the delay are considered to be reasonable.
If in doubt the ICAS advocate or the complainant can ring the Healthcare Commission helpline 0845 601 3012
Next: Does the complainant have a letter(s), other records? |
