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 brought to an equitable resolution by the application of the ISCAS Code. Work on updating the current Code is continuing.
Circumstances of the pandemic has delayed this for which we apologise. Too many private patients treated in PPUs lack the benefit of independent external review of their concerns, so a focus of our work is to attract many more PPUs to subscribe. The Paterson enquiry recommended that all private patients should have the right to mandatory independent review of their complaint.