(IHCAS) Help making a complaint
Independent Health Complaints Advocacy Service (IHCAS)
Brought to you by
Citizens Advice Mid Mercia
0300 561 0770
IHCAS@citizensadvicemidmercia.org.uk
Welcome to the Independent Health Complaint Advocacy Service
We’re here as a free, independent body, to help support you through the NHS complaints procedure.
You will be assigned an advocate who will know your rights and help guide you through the complaints process, offering different forms of support including:
- Understanding what it is that has happened
- Identifying what you want to achieve by complaining
- Discussing your options with you
- Helping you with the actual complaints process
- In certain circumstances, we can submit a complaint on your behalf
What we can’t do is offer any legal or medical advice or tell you what to do.
Download our information pack to learn more about the complaint’s procedure.
Making a complaint
Informal
Contact the NHS Patient Advice Liaison Service (PALS) based in the NHS Trust. This provides a point of contact and help for patients, families and carers to resolve problems. Or make contact with a manager of the ward, or service to see if they can help with your issue.
Formal complaint
Make this in writing to the relevant trust. The NHS trusts in Coventry and Warwickshire are:
Making a complaint about a GP or dental practice
Informal
Raise your issue informally with the practice manager to see if it can be addressed.
Formal complaint
To make a formal complaint - either write to the practice manager or complaints manager at the practice you wish to complain about.
Or you can complain to Coventry and Warwickshire Integrated Care Board (ICB) (the commissioner of the service, this is the organisation that pays for the service orcare you received)
Every GP practice should have a complaints policy. This might be on their website or you can ask a member of staff for a copy.
Complete guide to NHS complaints
Easy read guide to NHS complaints
Tips for making a Complaint
Making a complaint can be a daunting task, here are some tips for making a complaint.
Independent Health Complaints Advocacy Service (IHCAS) Referral Form
IHCAS supports people to make a complaint about NHS services in Coventry. Our Independent Health Complaints Advocate will respond to your referral within 5 working days. They will support you to make a complaint independently through our self-help pack or offer more in-depth support through the NHS complaints process.
Your referral may be refused if the service you wish to complain about isn’t based within Coventry.
