ICAS case study 3

A client was unhappy following a stay in hospital
The client sent a letter of complaint to the hospital
The complaint was acknowledged by the hospital
The client was not satisfied with the hospital's response to the complaint
The client telephoned the ICAS helpline
An Advocate made contact with the client
The complaint was discussed, issues clarified and a revised letter of complaint sent
The letter suggested a meeting to discuss the issues
A local resolution meeting was held at the hospital
The client was supported by the Advocate
The client declared the matter resolved