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What is ICAS?

ICAS stands for the Independent Complaints Advocacy Service. We can help if you feel you have not had the service you expect from the National Health Service (NHS) and want to complain.

ICAS is

• Free

• Confidential

• Independent

Meeting your needs and speaking your language

We can provide information about our service in a number of languages and adapt the way we communicate with you - depending on your needs. For example, we can use Braille, large print or audio formats.

Please let us know what your particular needs are and we will do our best to help.

ICAS can

• generally support you with your NHS complaint

• provide a self-help pack so you can deal with your own complaint

• put you in touch with other people who can help you

• involve an interpreter or a translator if you need one

• meet you in a place where you feel comfortable if you're not able to visit our office or speak on the phone

ICAS cannot

-help you to claim compensation
-get an NHS employee disciplined
-give legal advice
-help you with complaints about private medical treatment
-give medical advice
-investigate complaints

 

An experienced worker, known as an Advocate, can help and support you to make your complaint. ICAS Advocates cannot support you with matters outside of the NHS complaints procedure.

Advocates can

• help you write letters to the right people

• prepare you for and go to meetings with you

• give you an opportunity to speak confidentially to someone who is independent of the NHS

• help you to explore your options at every stage of the complaint

• answer questions to help you make decisions

• act on your direction rather than the wishes of others

POhWER ICAS Offices

Birmingham and the Black Country
POhWER ICAS,
iBIC Holt Court South,
Jennens Road,
Aston Science Park,
Birmingham B7 4EJ
Helpline: 0845120 3748
Fax: 0845 337 3053

Shropshire and Staffordshire
POhWER ICAS,
Unit 25 & 32,
Stafford Business Village,
Dyson Way,
Staffordshire Technology Park,
Stafford,
Staffordshire ST18 0TW
Helpline: 0845 337 3054
Fax: 0845 337 3055

Coventry, Warwickshire
Herefordshire and Worcestershire
POhWER ICAS,
Country Buildings,
St. Mary's Street,
Worcester,
Worcestershire WR1 1LT
Helpline: 0845 337 3056
Fax: 0845 337 3057