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ICAS case study 3

• A client was unhappy following a stay in hospital
• The client sent a letter of complaint to the hospital
• The complaint was acknowledged by the hospital
• The client was not satisfied with the hospital's response to the complaint
• The client telephoned the ICAS helpline
• An Advocate made contact with the client
• The complaint was discussed, issues clarified and a revised letter of complaint sent
• The letter suggested a meeting to discuss the issues
• A local resolution meeting was held at the hospital
• The client was supported by the Advocate
• The client declared the matter resolved
  

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