Evaluate the options
What are the good and bad points of each option?
Which most fit the circumstances of the problem they are trying to resolve, and the life circumstances of the complainant?
Is the complainant clear about which good and bad points are most important to them?
What are the down sides to their possible choices?
Who else will be affected, and how?
Are they choosing without pressure from others?
Do they have enough support from ICAS to make a choice?
There may be different options for different aspects of the complaint
The ICAS advocate and the complainant may need to look at different options for different aspects of the complaint.
For example, some aspects of the complaint may have been dealt with adequately, while others have not. Some part of the complaint may need to be referred to a professional regulatory body or other organisation, while other aspects can be dealt with under the NHS complaints procedure.
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Remember: the complainant decides what they want their advocates to do and what action should be taken.
ICAS advocates work to this instruction even if they disagree with what is being done.
ICAS advocates do not decide what is in the wider interests of NHS service users: they will only explore that perspective if it is an acceptable course of action to the complainant |
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If the complainant wishes to go ahead through the NHS complaints procedure, check you have all the relevant information before proceeding to the next stage.
Next: Information checklist
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