The Health and Social Care Act 2012 transfers the responsibility of commissioning NHS Complaints Advocacy Services from Central Government to Local Government. The current ‘Independent Complaints Advocacy Services' contracts end on 31.3.2013 and replacement Service, as procured through this process will start on 1.4.2013.
The London Borough of Hounslow is leading the procurement to establish an Independent NHS Complaints Advocacy Service (through a Framework Agreement). In addition to the London Borough of Hounslow, 26 other London Boroughs are parties to this contract to whom these services shall also be delivered to under this contract. These Boroughs are The London Borough of Barking and Dagenham, London Borough of Barnet, London Borough of Brent, London Borough of Bromley, London Borough of Camden, London Borough of Croydon, London Borough of Ealing, London Borough of Enfield, Royal Borough of Greenwich, London Borough of Hammersmith and Fulham, London Borough of Hackney, London Borough of Haringey, London Borough of Havering, London Borough of Hillingdon, London Borough of Islington, Royal Borough of Kensington and Chelsea, Royal Borough of Kingston Upon Thames, London Borough of Lambeth, London Borough of Lewisham, London Borough of Merton, London Borough of Redbridge, London Borough of Richmond, London Borough of Southwark, London Borough of Tower Hamlets, London Borough of Wandsworth and the City of Westminster described collectively in the procurement and contract documentation as "the Participating Authorities".
The Independent NHS Complaints Advocacy Service (INCAS) will ensure that independent advocacy skills are used to provide practical support and direction focus on empowering and supporting Service Users, through the complaints procedures for health services, to assist them in finding a resolution to their complaint.
The support provided by the Service will be through various methods and will support patients, service users, residents, their family, carer or representative, with a complaint or grievance related to any aspect of healthcare as described in the Health and Social Care Act 2012, such as complaints about poor treatment or service provided through health services in England. The Service will deliver services that meet the legal requirements as described in the Health and Social Care Act 2012 and any current or future regulations.
Ref: C&A/NHS Advocacy/2013.,
London Borough of Hounslow
The Civic Centre, Lampton Road
Contact point(s): Corporate Procurement Unit
TW3 4DN Hounslow
Telephone: +44 2085832000
General address of the contracting authority: www.hounslow.gov.uk
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
Contract value: Independent NHS Complaints Advocacy Services (INCAS).Estimated value excluding VAT: 7 000 000 GBP
Published: 10 Jan 2013, Receipt by: 6 Feb 2013
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