Independent NHS Complaints Advocacy

The Independent NHS Complaints Advocacy Service in County Durham is provided in two parts: • Level 1 - Information and Advice: to include signposting, self-help, core office functions and marketing • Level 2 - Direct Advocacy provision. Where a Service User needs the assistance of a qualified Advocate to help them to make their complaint Since April 2013, Local Authorities have had a statutory duty to commission independent advocacy services to provide support in order for people to make a complaint about their NHS care or treatment. NHS Complaints advocacy is a specialist service which supports people who are considering, or wishing to make a complaint about the health services they receive. It bridges gaps between people and services, giving people the confidence, skills and power to raise concerns and let health services know when things have gone wrong. In this context advocacy can help people to have their concerns aired and considered before they make a formal complaint. The need for NHS complaints advocacy has developed as many people find it difficult to raise a concern or make a complaint, especially in cases where they are receiving on-going support from the services they wish to complain about. Others find the complaints handling process confusing and complex and need reassurance and practical support to navigate their way through. The Council believes that the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE) applies to this contract. The tender documents can be accessed free of charge at www.nepo.org utilising reference DN635145