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Case Studies

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Kay's Story (not clients real name)

The client wished to complain about the poor treatment she received whilst undertaking an inpatient alcohol detox programme, the environment of the hospital, and about the poor treatment she observed of other patients on the ward.

Melchor's Story (not clients real name)

A young Filipino man, with limited English, was held under section in a Psychiatric Intensive Care Unit (PICU) in Oxford for nearly two years.

John's Story

John is an ex-army veteran who was detained  in a prison in Oxfordshire. He was very unhappy with the service he was receiving from the prison health care service and wanted advocacy support to help him challenge his treatment.

An Innocent Prisoner

Mr Barrass complained about the treatment his mother received in a care home and he wants his mother’s story to influence the way complaints are investigated and the way care homes are regulated.

Service used:

Simon's Story

The support of an Independent Mental Health Advocate helped Simon gain the confidence to self-advocate and secure his discharge from a medium secure unit.

Nicole's story

Nicole needed support with an Exceptional Funding Appeal to try and overturn her PCT's decision not to fund an out-of-county treatment package recommended by her consultant.

Sandra's story

Service used: Independent Health Complaints Advocacy (IHCA)

Sandra wanted to complain about her local Out of Hours surgery after they failed to correctly diagnose her two-week old daughter and twice told her to take her home. In desperation Sandra took her daughter to A&E where she was admitted immediately and diagnosed with two life threatening infections.

Thankfully Sandra's daughter recovered, but Sandra didn’t want anyone else to go hrough what she and her family had experienced, so she decided to make a formal complaint using the NHS Complaints Procedure.

Things didn’t go very well at first. After receving an unsatisfactory reply to her letter we arranged a Local Resolution meeting between the family and the surgery. The meeting went badly and was abandoned. Upset and angry, Sandra decided to consider taking legal action.

When the Practice Manager contacted us the next day to ask for feedback on the meeting we had to explain that anything our client’s tell us is confidential and that we are not able to discuss anything our client’s say without their consent.

To help the Practice Manager understand the role of the Independent Complaints Advocacy Service we arranged a separate meeting to explain how we thought NHS complaints should be handled and the kind of things our clients are looking for when they make a complaint. We even did some role play to show positive ways of handling difficult meetings.

We were delighted when Sandra called us a few days later to say she had received a wonderful letter from the Practice Manager apologising for the unsatisfactory outcome of the meeting for which he felt he was responsible.

Sandra decided to drop any threat of legal action. She was satisfied that the surgery had listened and responded to the issues she had raised and felt reassured that they were doing everything they could to ensure her experience will not be repeated. What happened to her and her daughter was finally being used in a positive way.