ISCAS Position Statement on Complaints Management and Practising Privileges

The ISCAS position is that subscribing Independent Healthcare Providers (IHPs) are required to provide a single response to a complaint. The response to complaints shall be based on an investigation that involves all relevant persons, whether those are staff who are engaged through an employment contract, agency/bank staff, or those who are granted of practising privileges. IHPs may need to obtain statements or feedback from those granted practising privileges, including on matters of the consent process, but this should be incorporated into a single response to the complainant from the IHP.

ISCAS Position Statement on Complaints Management: Fees

The ISCAS position is that subscribing Independent Healthcare Providers (IHPs) are required to be transparent regarding fees charged to service users and that includes those fees charged by those granted practising privileges.

ISCAS Guidance for Managing Unacceptable Behaviour by Complainants

The vast majority of people who complain about an independent healthcare provider act entirely reasonably. Occasionally, those making a complaint may act inappropriately towards the staff involved in the investigation of a complaint. Our guidance on unacceptable behaviour is provided to help subscribers to ISCAS manage unacceptable behaviour by those making a complaint.