Complaints Services (West Lancashire)

Rosie Cooper
To ask the Secretary of State for Health what arrangements her Department has made to ensure that (a) patients in West Lancashire will have access to an independent complaints and advocacy service when the current contract with the Citizens Advice Bureau finishes and (b) that there will be a smooth transfer from the current provider to the new service.

Ms Rosie Winterton
In late 2005 and early 2006, the Department awarded contracts to three organisations who have been delivering a new and improved independent complaints advocacy service (ICAS) from 1 April 2006.

Contracts have been awarded for each Government region. The new service provider in West Lancashire is The Carers Federation Ltd. who have been delivering ICAS under contract to the Department since 1 September 2003, bringing a wealth of experience and expertise in general and specialist advocacy service delivery.

All providers, including Citizens Advice, have worked together in order to ensure a smooth transition for clients; their aim was to provide as seamless a transition process as possible.

Detailed transition plans had been drawn up, the implementation of which is being monitored by the Department. In addition, the ICAS transition co-ordinator is continuing to work with all service providers during the first six months of the contract, to support the initial set up and transition phases.