We have heard people say – “Using ISCAS adjudication services is too costly – it’s cheaper to find Stage 3 adjudication elsewhere.”
This is a common misconception – and completely misplaced.
Why This Myth Doesn’t Hold Up
1.Not-for-Profit Leadership
ISCAS (Independent Sector Complaints Adjudication Service) is wholly owned by the Centre for Effective Dispute Resolution (CEDR), a registered UK charity. While CEDR oversees ISCAS, the service operates on a not-for-profit basis, dedicating its profits back to improving adjudication and complaint resolution standards.
Moreover, ISCAS stands as the principal independent healthcare complaint adjudicator and remains the only body solely committed to adjudicating independent healthcare complaints in the UK – bringing unmatched sector insight and unrivalled experience.
2.Transparency Through Annual Reporting
The ISCAS Annual Report offers valuable insight into adjudication outcomes and costs:
- Average adjudication cost: £1,590 per case reducing year
- Goodwill payments: Awarded in around 67% of cases, averaging £845
- Head of complaint outcomes: 39% not upheld
- 37% of complaint heads were partially upheld
- 24% upheld
These data points illustrate a trend toward cost efficiency and fairness.
The Real Value of Choosing ISCAS
Independence guarantees impartiality: Decisions are made by an independent adjudicator (engaged but not employed by ISCAS), who is completely separate from providers and ISCAS – bolstering trust, transparency, and patient confidence.
Sector leadership and intelligence: ISCAS offers not just outcomes, but sector-wide insights, training, and guidance – benefits beyond raw adjudication costs.
It participates in sector discussions: Government Inquiries, advises government working parties, meets regularly with regulators and sector groups to support with experience, knowledge and expertise. It supports both patients and providers in sharing learning from complaints.
Reputational assurance: Providers demonstrate commitment to accountability and fairness when they opt for ISCAS – strengthening their public and regulatory credibility.