Category: Past Annual Reports

It is 20 years since ISCAS was formed to give the Independent healthcare sector a standard for fair handling of complaints. Now 160 healthcare providers subscribe to the ISCAS Code for handling complaints, the vast majority of the sector. In this reporting year, 109 complaints were finally resolved by adjudication. An immeasurably larger number were … Continue reading Annual Report 2020/2021

Following the launch of the Paterson Inquiry Report in February 2020, ISCAS has already begun to implement relevant recommendations from the Inquiry report. ISCAS is pleased to be a partner organisation with the Health Service Ombudsman (PHSO) and part of the group working on the Complaints Standard Framework (CSF) ISCAS has continued to work with … Continue reading Annual Report 2019/2020

The Patients Association has worked with ISCAS to develop on-line training to ensure lessons learned from complaint handling can be accessed widely in subscribing organisations. It is planned to continue the organisational membership for 2019/20 with a focus on updating the Patients’ Guide and improving information for patients about private healthcare.

New for 2017 has been the introduction of ISCAS position statements developed from themes that are identified in the independent adjudications. The position statement on Complaints Management and Practising Privileges makes clear to all subscribers that Independent Healthcare Providers are required to provide a single response to a complaint.

A key activity for this year has been work to revise and update the Code of Practice for Complaints Management (the code). This sets out the good practice Standards set by ISCAS for Independent Healthcare Providers (IHPs), as well as for the independent adjudication service provided by ISCAS. During the past year ISCAS has focussed … Continue reading Annual Report 2016

This year’s report details two major changes – representation of patient interests on the ISCAS Governance Board has been increased, and the Board approved the move of the service to the Centre for Effective Dispute Resolution (CEDR).

The latest ISCAS Annual Report demonstrates that throughout 2014, improving the quality of complaints handling by providers has been a key driver for ISCAS. The Management Team has worked hard with ISCAS subscribers to improve processes for handling and investigating complaints.

ISCAS has seen an increase in the number of adjudication cases over the year and continues to receive consistently high number of enquiries from the public seeking information about complaint procedures. The number of people contacting ISCAS about non member services has also risen significantly.

ISCAS, having been established for over 10 years, continues to be the recognised complaints management framework in the independent healthcare sector, serving patients, the public and healthcare organisations.