Local resolution: health and social care

This section provides information on the processes for complaints which cross both health and social care sectors. This can be

• when a complaint is about the services of both agencies

or

• about a jointly managed service, under a “partnership agreement” and both complaints systems apply.

The ICAS advocate’s job is to support people through the NHS complaints procedure. However, the ICAS advocate needs to

• know details of the social care complaints process where joint investigation is possible
• advise the complainant what is involved in pursuing complaints through the social care system.

The important point is that complainants need to be informed of their rights in relation to each procedure, and the relevant body must keep them up to date about how their complaint is being handled.

At the outset the ICAS advocate needs to think about whether they need to be involved when they should pass it over in its entirety to social care Most Social Services departments complaints managers will have a list of independent advocacy providers who can support complainants when it is no longer appropriate for ICAS advocates to be involved. See: Useful publications guides and links in Resource section

Health and Social Care Complaints

Complaints about Social Care Services

Complaints about Social Care Services for Adults

Complaints about Social Care Services for Children and Young People

Local Government Ombudsman

Complaints and the Mental Health Act

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