Patient Information – Coronavirus (COVID-19)

Subscribers to ISCAS handle complaints as set out in the Code of Practice for Complaints Handling. Standard 2 of the ISCAS Code states that Independent Healthcare Providers (IHPs) shall:

  • Ensure that the procedure for handling complaints is well-publicised and readily available. For example, IHP websites should include information on ‘how to complain’ and confirm their commitment to the ISCAS Code. Complainants should be provided with a copy of the complaints procedure (or relevant Patient Guide) when they first raise concerns about any aspect of the service they have received.

Given these challenging times, procedures are being adapted to cope with changes in policy. ISCAS has worked with the Patients Association to produce a COVID-19 update to supplement the Patients’ Guide to the ISCAS Code. Both organisations will use these Frequently Asked Questions (FAQs) in response to queries from the patients regarding the escalation of complaints. ISCAS has written to subscribers to remind them of the need to comply with Standard 2 of the ISCAS Code and has proposed that they clearly signpost to the FAQs or similar information, during the Coronavirus (COVID-19) crisis.

The Coronavirus (COVID-19) update to the Patients’ Guide can be found here.