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.
Patient Focus Groups identify the need to improve complaint processes.
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).
How Does the Darzi Review Impact the Management of Complaints?
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.
Complaint Resolution vs. Complaint Handling
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.
ISCAS 2023-24 Annual Report Launch
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.