Absolutely – subscribing to an external adjudication service enables your patients to have access to an impartial review of a complaint and removes any potential conflict of interest when the dispute cannot be resolved internally. It also provides the organisation with a review of its complaint handling processes and outcomes to help inform learning and improve services. It is best practice and recommended by regulators and NHSE.
Having a complaint policy and standards ensures everyone is on the same page and working to the same goal. It is a regulatory requirement for those registered with a Healthcare Regulator.
For ISCAS subscribers there is a model complaint policy you can refer to.
There are also guidelines to help with specific issues.
The ISCAS Code identifies good complaint management practice and supports all ISCAS subscribers complaint management.
Tip:
Use Information that is available to support you.
On the ISCAS Website you will find:
- ISCAS Code
- ISCAS Patients’ Guide
- Goodwill Payment Guide
- Guidance for Managing Unacceptable Behaviour by Complainants
- ISCAS Position Statement on Complaints Management and Practising Privileges
- ISCAS Position Statement Complaints Management Fees
- ISCAS Position Statement – Complaint Handling v Clinical Negligence
- ISCAS Position Statement – Criteria in which ISCAS Adjudicators will seek an expert opinion
You will also find – Subscriber only content:
- Online training tool for subscribers
- 4 training videos:
- General Complaint Handling Principles Under the ISCAS Code
- Stage 1: Managing Complaints Under the ISCAS Code
- Stage 2: Managing Complaints Under the ISCAS Code
- Stage 3: Managing Complaints Under the ISCAS Code
- ISCAS Self-Assessment Framework
- Complaints relating to consultants and/or medical care.
- ISCAS Model Policy
- Trends in complaints
- Common problems and how to manage them
- Lessons learned from complaint adjudication