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Annual Report 2024/2025
ISCAS is pleased to present the Annual Report for the 2024/25 year. ISCAS continues to be widely acknowledged as the recognised body for setting the standards for the management of complaints in the independent healthcare sector. We are pleased to note that a new application form has been introduced allowing patients to set out the nature of their complaint, the outcome sought and provide consent to an Adjudication in one single form.
Adjudication costs have reduced. However, too many patients remain without access to an independent and impartial review stage within NHS PPUs.
This year a Principal Adjudicator has been appointed and ISCAS has issued 145 reports, up from 112 last year. Unfortunately, the most common head of complaint relates to how complaints are managed closely followed by issues concerning consultants.
Targeted training has been delivered by Viv Heckford who has joined the ISCAS team. A new patient representative now attends the ISCAS Board. Baroness Fiona Hodgson CBE has said in the report that ISCAS’s particular focus is how the patients’ point of view can be better represented.