Independent Health Complaints Advocacy Service

Ealing Council intends to procure a new Independent Health Complaints Advocacy Service during November and December 2020. The Health and Social Care Act 2012 transferred the responsibility of commissioning NHS Complaints Advocacy services from Central Government to Local Government.

The current multi-borough Independent Health Complaints Advocacy Service contract ends on March 31st 2021. Ealing Council plans to procure a stand-alone replacement Service which will start in April 2021.

Ealing is looking for an experienced provider who understands the key aspect of the Service is the focus on empowering and supporting individuals to go through the complaints procedures for health services, and to assist them in finding a resolution to their complaint(s) about the care or treatment they received. The provider will deliver services that meet the legal requirements as described in the Health and Social Care Act 2012 and any current or future regulations.

The service will support patients, service users, residents, their family, carer or representative with a complaint or grievance related to any aspect of healthcare, including complaints about poor treatment or service provided through health services in England. The Service will also support individual complaints when they concern health and social care services, supporting them client through the appropriate complaints process(es).

This may result in the supporting an individual through to the Local Government Ombudsman or Health Service Ombudsman. Interested organisations are asked to express an interest on https://procontract.due-north.com. Please search for contract reference DN506067.