ICAS case study 4

A client had a complaint about the manner of the receptionist at a GP surgery
The client telephoned the ICAS helpline
An Advocate then made contact with the client who was worried about being asked to leave the GP list
The complaint was discussed
The Advocate wrote a letter of complaint in the client's name
The GP assured the client that a complaint would not lead to removal from the list
The client was satisfied with the outcome, no further action was needed