ISCAS believes it is important that patients have the choice to either self-fund their care or to use private medical insurance. It is also evident to us that patients need more information on the similarities and differences between the NHS and privately funded care. ISCAS has been working with the Patients Association for sometime and it is good to see how they have now been supporting IHPN with this short film.
The animation follows the recent launch of IHPN’s Medical Practitioners Assurance Framework, which aims to improve consistency in medical governance in the independent health sector and sets out the responsibilities of both doctors and independent healthcare providers in delivering safe and effective care.
Key points from the animation and the framework regarding complaints handling include:
- Medical practitioners must record and report complaints – working in line with the healthcare provider’s complaint handling policy and taking an active part in investigations and sharing of learning.
- Complaints policy needs to include the internal procedures to comply with fundamental standards, and also explain when, and how, complaints should be escalated to external bodies, for example, such as ISCAS.
- Healthcare Providers need to monitor patient safety, clinical quality and encourage continuous improvement. Analysis of complaints about all staff, including self employed practitioners with practising privileges, and lessons learned should be used to continually improve performance. Providers must be open and transparent with people who use services.
ISCAS also provides links to patient support organisations who can provide advice and support to patients making complaints and helpful links to other organisations.