Independent Health Complaints Advocacy Service Framework

Tender description

The Service will support patients, service users, residents, their family, carer or representative ("Clients"), with a complaint or grievance related to any aspect of healthcare as described in the Health and Social Care Act 2012,including that which falls under the remit of the Health Service Ombudsman, such as complaints about poor treatment or service provided through health services in England. The Service will also support Client's complaints when they concern health and social care services (and not one service in particular). The Service will support the Client through the appropriate complaints process(es).This may result in the Service supporting a Client through to the Local Government Ombudsman (for a social care service complaint). The Service will, where appropriate, refer to local advocacy services and to specialist services to provide ongoing support.