There are three stages in complaint management in the ISCAS Code
- Local Resolution
- Internal Escalation to someone not involved in local resolution
- External Escalation
Let’s talk about the Local Resolution stage
“Getting the Local Resolution stage right is the first step in building trust, transparency, and accountability.”
When someone raises a complaint, how we handle those first steps makes all the difference – it’s where trust can be built or broken.
Here’s what good practice looks like in action:
- Acknowledge the complaint within 3 working days – this shows you’ve heard them and are taking it seriously.
- Provide a full, written response within a reasonable timeframe – usually 20 working days and no longer than 3 months, depending on complexity. If it takes longer keep the patient informed
- Inform the complainant of their right to escalate the complaint if they’re not satisfied with the outcome.
Getting these basics right isn’t just about ticking boxes, it’s about showing respect, empathy, and commitment to fair resolution.
Every complaint is a chance to listen, learn, and improve.