Latest news

Patient Focus Groups identify the need to improve complaint processes.

ISCAS has noted that the Patient Safety Association identified issues with complaint management in healthcare when they set up patient focus groups to support the current review of standards by the Professional Standards Authority for Health and Social Care (PSA). They noted concerns from the public including the need to improve complaints processes. The focus … Continue reading Patient Focus Groups identify the need to improve complaint processes.

How Does the Darzi Review Impact the Management of Complaints?

Lord Darzi’s report on the state of the National Health Service in England was published in September 2024. Lord Darzi looked at patient engagement, and the report highlighted that ‘The patient voice is not loud enough’. The report went on to say that the NHS should aspire to deliver high quality care to all of … Continue reading How Does the Darzi Review Impact the Management of Complaints?

Complaint Resolution vs. Complaint Handling

Complaints are grievances that may be indicative of some system failures or individual failings, or a combination of both. They can indicate serious issues. They may indicate dissatisfaction without detail. They are often complex and emotive. Organisations may try to protect themselves and their staff rather than truly resolve a patient’s complaint. Litigation can result … Continue reading Complaint Resolution vs. Complaint Handling

ISCAS 2023-24 Annual Report Launch

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 … Continue reading ISCAS 2023-24 Annual Report Launch

Subscriber Training Videos

ISCAS has produced four new training videos presented by ISCAS Adjudicator Suzy Ashworth. The videos last approximately 10 minutes each in duration and will provide subscribing providers with additional material to enhance complaints training and familiarity with the ISCAS Code. You can watch the videos by clicking on the titles below.

OPINION – Impact of the Paterson Inquiry on the cosmetic and aesthetics sector

On 15 December 2022, The Department of Health and Social Care published the ‘Government response to the independent inquiry report into the issues raised by former surgeon Ian Paterson: 12-month implementation progress update’. Read the full article using the link below. https://www.thepmfajournal.com/features/features/post/opinion-impact-of-the-paterson-inquiry-on-the-cosmetic-and-aesthetics-sector

ISCAS welcomes new animation launched to help patients navigate private healthcare

ISCAS believes it is important patients and the public have access to information and everything they need to know about private healthcare and the options that are available to them. ISCAS welcomes the excellent new animation and feels that this will help support patients to make the best decisions around their treatment. In response to … Continue reading ISCAS welcomes new animation launched to help patients navigate private healthcare

Making Complaints Count

The Parliamentary and Health Service Ombudsman (PHSO) report “Making Complaints Count” provides the results from research undertaken by PHSO that highlights similar themes from complaints about public services – in summary: Failure to respond to the points raised by those who complain Poor coordination of investigations Delays in responding to those who raise complaints Failure … Continue reading Making Complaints Count

ISCAS position on escalating private patient complaints in the NHS

ISCAS has previously highlighted the blog of Professor Ted Baker, Chief Inspector of Hospitals at the Care Quality Commission (CQC), in which he explained the different escalation points for complaints for NHS funded patients and privately funded patients. In the blog, Professor Baker reminds service providers, including NHS private patient units (NHSPPUs), that private patients … Continue reading ISCAS position on escalating private patient complaints in the NHS