For more than seven years the Independent Complaints Advocacy Service (ICAS) has been supporting people who wish to complain about their National Health Service (NHS) treatment or care. During this time, this free, confidential and independent service has helped over 30,000 people navigate their way around the NHS complaints procedure.

In supporting complainants it has helped individuals understand their rights, make informed choices, and given them a voice. But what do those who come into contact with the service have to say about it? What do they value most about the advocacy support they receive, and how far does the service act as a catalyst for positive change on a broader level within the NHS?

Please read the answers to such questions with our Impact Report released on 1st October 2009.


Download PDF
Request paper copy