Tender to Deliver Isle of Wight Independent Health Complaints Advocacy Service

The Isle of Wight Council (“the Authority”) invites Tenders from suitably qualified suppliers (“Potential Suppliers”) for the provision of the Isle of Wight Independent Health Complaints Advocacy Service.

The Health and Social Care Act 2012 transferred the responsibility of commissioning NHS Complaints Advocacy services from Central Government to Local Government. The current contract ends on March 31st 2022. The Isle of Wight Council 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 services, supporting the 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.

The term of the contract shall be 1st April 2022 until 31st March 2025  with the option to extend for up to a further 24 months at the sole discretion of the Authority.