Information checklist

The ICAS advocate needs to be clear about

• the events that gave rise to the complaint
• the main issues of concern and action that has been taken to try and resolve the complaint
• any gaps or contradictions in the evidence
• any parts of the complaint that have not been satisfactorily answered
• has an apology been given? Who by and in what form?
• if the response of the organisation, family health services practitioner, GP or non-NHS provider to the complaint appears to be unreasonable
• if there is reason to believe that the underlying circumstances which have led to the complaint have not yet been fully exposed
• any procedures or policies in the organisation that are relevant to the event
• all the staff concerned, any witnesses or supporting evidence (such as health records)
• where expert or clinical advice needs to be sought
• the need to obtain copies of health records or supporting evidence (while respecting patient confidentiality).

If local resolution has already been attempted, the ICAS advocate will need to be clear about

• whether conciliation or mediation was attempted at local resolution and with what results
• why the complainant thinks that further action under local resolution would not help.
  

Download Information checklist .pdf (Acrobat) file (16kb)

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