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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.

Nicole's story

Service used: Independent Health Complaints Advocacy (IHCA)

Nicole contacted ICAS when she needed support to compile and attend an Exceptional Funding Appeal with her local PCT. Nicole had been recommended by her doctors to receive an intensive programme of neurotherapy treatment at a London hospital where she had recently undergone brain surgery. It was expected that the 12-week programme would reduce the number of complex seizures Nicole had been experiencing since she was a child. However her local PCT refused to fund the proposed out-of-county treatment, promising instead to arrange an appropriate care and treatment package locally. Although disappointed, Nicole accepted the decision on the basis that the PCT would support her to receive the care and treatment she needed from local services.

It was not long before Nicole felt compelled to contact ICAS again. In her view the PCT were failing to communicate with her and very little of the proposed local  treatment plan was being made available. It was proving difficult to get appointments with the specialists she was referred to and there appeared to be no co-ordination between the different organisations she was expected to access.

Still in a lot of pain following her operation and subsequent complications, Nicole wanted the support of an advocate to help her put pressure on the PCT to act appropriately and organise the treatment she required. Having local knowledge of services and procedures is an important part of an advocate’s role and with ICAS support Nicole finally secured some of the appointments she needed.

“I really appreciate the support my advocate gives me. She takes the time to listen to me and is able to offer suggestions and let me know my options. But in the end it is always my decision what happens. Her knowledge of how the system works is invaluable, knowing who to contact and how to reach them. I don’t think I would have got as far as I have without her.”

Nearly a year after the Exceptional Funding Appeal, Nicole is still trying to get some of the treatments recommended for her. ICAS continue to support her to get her voice heard by her local NHS services and secure the level of treatment and care she needs to end her lifelong battle with the consequences of suffering from severe epilepsy.