ASC 2021 021 The Provision of an Independent Health Complaints Advocacy service

Tender description

The Independent Health Complaints Advocacy service (IHCA) provides practical support and direction to residents in Brent who wish to complain or express grievances related to any aspect of care or treatment they received from any NHS funded service and to assist them in finding a resolution. The contract value will be £60,000 per annum. The contract will be for a period of two years with the option of two single-year extensions (2+1+1). The contract is anticipated to commence on 01/04/2023. Lot 1: The Independent Health Complaints Advocacy service (IHCA) provides practical support and direction to residents in Brent who wish to complain or express grievances related to any aspect of care or treatment they received from any NHS funded service and to assist them in finding a resolution. The service will also support client’s complaints concerning health and social care services (and not one service in particular). The service will support the client through the appropriate complaints processes of the service they accessed. It is projected that the service may annually work with between 280 - 300 active referrals. It is estimated that this may equate to between 1140 advocacy hours per year of the Contract. 3.1 The IHCA service required will be threefold: • Support residents to find solutions to the grievance they have about services delivered by any NHS or Social Care funded service • Work in partnership with local and regional Health and Social Care Professional to highlight trends in services received by residents • Provide insight to the Council of health and social care needs within the borough