The ISCAS 2023-24 Annual Report was launched on 30th September 2024.
Sally Taber ISCAS Director introduces the Annual Report and outlines the increase in Stage 3 complaints. The facts and figures show ‘Complaints Handling’ to be the largest head of complaint followed by ‘Consultant/Medical Care’. ISCAS has brought to the attention of the GMC and the Association of British Insurers the prevalence of this head of complaint concerning Consultants. An interesting insight which arose from BUPA Insurance data was that some of these patient concerns can be traced back to consultants’ secretaries who were overzealous at protecting consultants’ time.
A key development this year has been the launch of four training videos produced for subscribers to assist with the understanding of the Code. We encourage use of the videos as we consider it will result in fewer complaints about how complaints are managed. The report also highlights that ISCAS delivered formal training to two subscriber organisations.
We are pleased to continue to be widely acknowledged as a recognised body for setting the standards for the management of complaints in the independent healthcare sector.
The system regulators across the UK recognise ISCAS as an Appropriate Body for private patient complaint escalation. During 2023/24 ISCAS has maintained Information Sharing Agreements with the Care Quality Commission (CQC – England), Health Inspectorate Wales (HIW) and Health Improvement Scotland (HIS). ISCAS also maintains good engagement with the Parliamentary and Health Service Ombudsman (PHSO), as well as Independent Healthcare Providers Network (IHPN) and Private Healthcare Information Network (PHIN).
ISCAS is delighted we are now a Corporate member of IHPN – the Independent Healthcare Partners Network. The Association has been recognised for its ability to take the important public private agenda forward both from the corporate view as well as the clinical agenda.
ISCAS reports that it has launched an initiative to review the efficiency of the ISCAS service. This work, which is being led by Tom Earley, CEDR Principal Adjudicator, includes the Introduction of an application form, clinical expert report template and reviewing the format/content of adjudicators’ reports. ISCAS believes this review will benefit all patients and subscribers.
ISCAS was pleased to make some progress with some NHS PPU’s in 2023/24 and reports it now has 23 units as a subscriber. ISCAS does however remain concerned that many PPU’s still do not have access to an external review stage. ISCAS will continue to approach PPU’s along with Fertility Units following guidance issued from the Competition and Marketing Authority.