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Independent Sector Complaints Adjudication Service

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Category: Public publications

Reasonable Adjustments Policy

ISCAS Use of AI – Tips for Patients

ISCAS Position Statement – Criteria in which ISCAS Adjudicators will seek an expert opinion

ISCAS Position Statement – Complaint Handling v Clinical Negligence

ISCAS Position Statement – Complaints Management Fees (2022)

Guidance for Managing Unacceptable Behaviour by Complainants (2022)

ISCAS Position Statement on Complaints Management and Practising Privileges (2022)

Information sharing with regulator – Scotland (HIS)

ISCAS and Healthcare Improvement Scotland (HIS) have an agreement to share appropriate information for reasons of public interest, in order to ensure high standards of quality and safety of health care. The information sharing agreement sets out the basis for sharing information and the governance around information. More information can also be found in our … Continue reading Information sharing with regulator – Scotland (HIS)

Information sharing with regulator – England (CQC)

ISCAS and the Care Quality Commission (CQC) have an agreement to share appropriate information for reasons of public interest, in order to ensure high standards of quality and safety of health care. The information sharing agreement sets out the basis for sharing information and the governance around information. More information can also be found in … Continue reading Information sharing with regulator – England (CQC)

Memorandum of Understanding (MoU) – ISCAS & Scotland (HIS)

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Latest

  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Expectation Gap
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – An increasingly common sentiment in escalated complaints – ‘I wasn’t heard’.
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Uncomfortable Truth – What patients complain about vs what clinicians expect
  • Case Study: The Rise of Online Weight-Loss Prescriptions in the UK – Successes, Challenges and learning from complaints
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Navigating Complaint Management in UK Private Healthcare
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Inclusive Feedback, Stronger Care: Why Every Patient Counts
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Supporting Staff Through Complaints: Building a Culture of Care, Learning & Evidence in Private Healthcare
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Learn and Act on Feedback: Strengthening Complaint Management in Private Healthcare
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Handling Complaints with Confidence – Part 5: Learn, Improve, and Support Escalation if Needed
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Handling Complaints with Confidence – Part 4: Provide a Clear and Meaningful Response
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Handling Complaints with Confidence – Part 3: Investigate Thoroughly and Fairly
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Handling Complaints with Confidence – Part 2: Listen Actively and Show Empathy
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Handling Complaints with Confidence – Part 1: Local Resolution
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Building a Positive Complaints Culture in UK Healthcare
  • ISCAS Myth Buster: Why Independent Healthcare Complaint Adjudication is Worth Every Penny

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