Independent Health Complaints Advocacy service to launch in Plymouth

April 2013 sees the launch of the newly-commissioned Independent Health Complaints Advocacy service, a free, independent advocacy service that helps individuals to make a complaint about any aspect of their NHS care or treatment. This includes treatment in a private hospital or care home that is funded by the NHS.

SEAP (Support Empower Advocate Promote) has been delivering the former ICAS service for more than seven years in the county and is delighted to continue supporting the people of Devon who have a concern and complaint about their NHS service or how they were cared for by the NHS.

Marie Casey, Chief Executive Officer of SEAP, said: "The National Health Service works hard to treat everyone properly and promptly. Most people using the NHS are happy with their treatment, but sometimes things can go wrong. Complaining doesn't come easily to most people but complaints are a good way for the NHS to identify any concerns around patient care and treatment. We know that the Mid Staffordshire Report highlighted the importance of learning from complaints to put things right."

"Often complaints are about finding out why things have gone wrong and wanting mistakes to be acknowledged. Most importantly, complainants want their experiences to be a catalyst for positive change and improvements in the NHS so others can benefit," said Marie.

SEAP has dedicated telephone numbers for Devon residents (0300 343 5707) Plymouth residents (0300 343 5719) and Torbay residents (0300 343 5730) and people can also go to the website: http://www.seap.org.uk/services/nhs-complaints-advocacy/. Organisations providing NHS services such as hospitals and GP practices will have leaflets available too.

Anyone who wants to complain about an NHS service can contact SEAP for help. It is there to help anyone whether they have concerns about their own NHS healthcare or are acting on behalf of a relative who is unable to complain themselves.

The Health Complaints Advocacy service will work closely with the local Healthwatch, NHS Trusts and Devon, Plymouth and Torbay Councils to look at any general statistics or trends that come through the complaints service, which will be discussed and, where necessary, acted on.

Other changes to the service include volunteers being invited to work with the service's advocacy team. Anyone interested in supporting the service as a volunteer should contact local Devon team manager Kathryn Cobb.

"SEAP will continue to build on its reputation as a provider of quality advocacy services and demonstrate that we deliver good outcomes, are valued by our clients and our commissioners and that we play a key role in our communities as they work to improve local health services. All staff share my enthusiasm for the future," Marie added.

The new service was co-designed and collaboratively commissioned by Devon, Torbay & Plymouth councils. The existing ICAS service commissioned by the Department of Health came to an end on 31 March 2013. All open cases passed from the old ICAS to the new Independent Health Complaints Advocacy service on 1 April 2013, with the service being commissioned in the Devon & Torbay area until the end of March 2014 and in Plymouth until the end of February 2014.

For more information about SEAP advocacy and the NHS complaints procedure go to www.seap.org.uk