ICAS case study 2

A client had a complaint about the delay with an out-patients appointment
The client telephoned the ICAS helpline
An Advocate telephoned the client, discussed the issue and offered information
The Advocate, acting on the client's instruction, telephoned Patient Advice and Liaison Service (PALS)
PALS telephoned the client with information about out-patient appointments and timescales
The client was happier and did not wish to pursue a complaint