Independent Health Complaints Advocacy (IHCA)

The Health and Social Care Act 2012 transferred the responsibility of commissioning Health Complaints Advocacy services from Central Government to Local Government.

At its heart, IHCAs empower and support people to go through the complaints procedures for health services, to assist them in finding a resolution to their complaint(s) about the care and treatment they receive.

IHCAs deliver advocacy as described in the Health and Social Care Act 2012 and practice guidelines for independent health complaints advocacy services.

IHCA is based on four core characteristics of an effective service, that is: known, accessible and responsive; professional; independent; and makes a difference.

IHCA Eligibility criteria

The CIIAS will accept referrals from or on behalf of Camden residents, if:

• The person receiving NHS treatment is a child that the resident is responsible for, and who is unable to make a complaint themselves.
• The person receiving NHS treatment has died.
• The person receiving NHS treatment is unable to make a complaint themselves due to physical, learning, sensory or mental disability

IHCA Referral Information

• The CIIAS will accept referrals from Camden residents.
  The CIIAS will also support residents’ complaints when they concern health and social care services (and not one service in particular).
• The CIIAS will support the resident through the appropriate complaints processes. This may result in the Service supporting a client through to the Local Government Ombudsman (for a social care service complaint).
• The CIIAS will, where appropriate, refer to specialist services such as medico-legal advice, bereavement support, mental health support, etc to provide ongoing support.