Latest news – ISCAS

Case Study: Using Artificial Intelligence (AI) to Help Write a Complaint – What Worked and What Didn’t

Background This case study involves a patient who raised a complaint about their healthcare and asked for it to be escalated to Stage Two of the complaints process.When the provider agreed for the complaint to be escalated, they sent a letter asking the patient to confirm the “heads of complaint” – a required step that … Continue reading Case Study: Using Artificial Intelligence (AI) to Help Write a Complaint – What Worked and What Didn’t

Case Study: Raising a Concern After Surgery – One Patient’s Experience

Background This case study describes the experience of a patient who raised concerns about the outcome of cosmetic surgery and sought advice when their complaint was initially not accepted.The patient underwent cosmetic surgery but was unhappy with the final result. They discussed their dissatisfaction with their consultant at follow-up appointments one month and five months … Continue reading Case Study: Raising a Concern After Surgery – One Patient’s Experience

Case Study: A Patient’s Experience of Raising a Concern After Surgery

Background This case concerns a patient who underwent a surgical procedure and later raised a complaint about the behaviour and communication of the doctor involved. The patient felt that the clinical rationale for the procedure had not been properly explained and that key information about what to expect was missing. Additional concerns arose regarding the … Continue reading Case Study: A Patient’s Experience of Raising a Concern After Surgery

Case Study: Strengthening Complaint Handling and Communication in a Private Healthcare Setting

Background A patient was admitted to a private hospital for urgent investigations and treatment relating to a suspected infection. The admission occurred at short notice, and the patient’s care pathway evolved during their stay. During the admission, the patient had concerns about the standard of care, clarity of clinical information, and transparency of hospital charges. … Continue reading Case Study: Strengthening Complaint Handling and Communication in a Private Healthcare Setting

Case Study: Handling Sensitive Consultations and Complaints in the Context of Genetic Conditions

Background A patient attended a remote consultation to discuss a referral for psychiatric support to help manage anxiety and depression associated with a hereditary condition. The consultation involved discussion about the possibility of genetic testing. Following the consultation, the patient expressed dissatisfaction with the manner in which the discussion had been conducted. They felt the … Continue reading Case Study: Handling Sensitive Consultations and Complaints in the Context of Genetic Conditions

Turning Complaints into Insights: ISCAS Tip of the Week – Poor Communication Fuels Frustration

When a person complains, it’s rarely about one isolated issue. More often, it’s the result of smaller frustrations building up until they cross a threshold. At that point, the way an organisation communicates matters as much as the issue itself. The problem? Too many responses are vague, defensive, or full of jargon. Instead of resolving … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Poor Communication Fuels Frustration

Turning Complaints into Insights: ISCAS Tip of the Week – Inadequate Investigations Damage Trust

Rushed, defensive, or incomplete investigations often lead to further dissatisfaction. Common pitfalls include: Example: A patient complained that pain medication was not given when needed. A written statement was taken from the nurse, who said the medication was administered as requested and scheduled. However, clinical records showed gaps in pain assessments and medication timings not … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Inadequate Investigations Damage Trust

Turning Complaints into Insights: ISCAS Tip of the Week – Lack of Clear Documentation Weakens Any Defence

When investigating a complaint, every piece of documentation matters. Investigators will review all records and may take additional statements. If the complaint escalates, reviewers at the next stage—or even at bodies like ISCAS or the PHSO—will scrutinise the complaint file in detail. Missing records, poor note-taking, or undocumented verbal responses can make investigations difficult and … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Lack of Clear Documentation Weakens Any Defence

Turning Complaints into Insights: ISCAS Hint & Tip of the Week – Active Listening in Complaint Management

How often have you thought, “They’re not listening!”? Don’t be that person! Listening is not just courtesy – it’s a skill and a critical part of effective complaint management. Failing to listen early can escalate complaints. Many concerns could be resolved quickly and informally if someone takes the time to truly listen. Patients often escalate … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – Active Listening in Complaint Management

Turning Complaints into Insights: ISCAS Hint & Tip of the Week – Complaint Investigation Response

A clear, well-structured response is key to resolving disputes and preventing escalation. This is a formal response from your organisation—handled carefully, it can rebuild trust and demonstrate professionalism. HINTS: TIPS: A clear, empathetic, and focused response demonstrates that complaints are taken seriously, improving satisfaction and reducing the risk of escalation.