Over the past 15 years, ISCAS—the primary independent adjudicator for private patient complaints—has reviewed thousands of cases. From these, we’ve developed practical Hints and Tips for healthcare organisations, helping turn complaints into actionable learning.
A Pain To Complain was published by Healthwatch in January 2025. It is an interesting report and worth reading. Whilst it focuses specifically on NHS services, the themes can also be applied to private practice carried out in the NHS.
ISCAS has noted that the Patient Safety Association identified issues with complaint management in healthcare when they set up patient focus groups to support the current review of standards by the Professional Standards Authority for Health and Social Care (PSA).
Lord Darzi’s report on the state of the National Health Service in England was published in September 2024. Lord Darzi looked at patient engagement, and highlighted that ‘The patient voice is not loud enough’. The report went on to say that the NHS should aspire to deliver high quality care to all of its patients, all of the time.
Complaints are grievances that may be indicative of some system failures or individual failings, or a combination of both. They can indicate serious issues. They may indicate dissatisfaction without detail. They are often complex and emotive. Organisations may try to protect themselves and their staff rather than truly resolve a patient’s complaint. Litigation can result from dissatisfaction with a complaints handling system that does not meet a patient’s needs.
The ISCAS 2023-24 Annual Report was launched on 30th September 2024. A key development this year has been the launch of four training videos produced for subscribers to assist with the understanding of the Code. We encourage use of the videos as we consider it will result in fewer complaints about how complaints are managed. The report also highlights that ISCAS delivered formal training to two subscriber organisations.
ISCAS has produced four new training videos presented by ISCAS Adjudicator Suzy Ashworth. The videos last approximately 10 minutes each in duration and will provide subscribing providers with additional material to enhance complaints training and familiarity with the ISCAS Code. You can watch the videos by clicking on the titles below.
On 15 December 2022, The Department of Health and Social Care published the ‘Government response to the independent inquiry report into the issues raised by former surgeon Ian Paterson: 12-month implementation progress update’. Read the full article using the link below. https://www.thepmfajournal.com/features/features/post/opinion-impact-of-the-paterson-inquiry-on-the-cosmetic-and-aesthetics-sector
ISCAS believes it is important patients and the public have access to information and everything they need to know about private healthcare and the options that are available to them. ISCAS welcomes the excellent new animation and feels that this will help support patients to make the best decisions around their treatment. In response to … Continue reading ISCAS welcomes new animation launched to help patients navigate private healthcare
Like so many things during this pandemic, using remote working technology has provided an opportunity to think about how we do things, including operating our governance framework and how we gain feedback from different service users. On 7th September 2020, ISCAS hosted a remote advisory group session involving subscribers and those supporting the maintenance of … Continue reading ISCAS is listening
