Learning from complaints - IHCAS Reflections 2020-21

Our report shares the themes and reflections of the Independent Health Complaints Advocacy Service team in 2020-21
Man in hospital talking to nurse

Healthwatch West Sussex runs the West Sussex Independent Health Complaints Advocacy Service.

NHS Complaints Advocacy is guaranteed under legislation, as a free, independent and confidential service to all people in England who need support to get their complaint resolved. It helps you know all your options, your rights and how to make sure your voice is heard.

Providing support

180 referred cases

Referrals dropped off at the start of the year as the pandemic took hold, returning to a more familiar rate over the next few months before rising dramatically in the final quarter.

We believe this reflects where people were in their thoughts and experiences during the COVID-19 pandemic.

234 people supported to amplify their voice

Our two qualified advocates, Katie and Ben, continued to provide valuable information, and practical and emotional support to individuals and their families, during the pandemic. This has helped people to consider their options, and where possible to resolve concerns without formalising a complaint, where necessary for others to have their voice and concerns heard and enable lessons to be learned.

The guidance you’ve been able to give throughout the hospital complaint and then the ombudsman process, and finally to have my records amended has been invaluable.
— Advocacy Client, March 2021


Healthwatch West Sussex Complaint Themes and Advocacy Reflection 2020-2021 (July 2021)

Thinking about making a complaint?

Find out more about what's involved in making a complaint about NHS or adult social care services and what your next steps might be.

More about West Sussex Independent Health Complaints Advocacy Service