A Pain To Complain was published by Healthwatch in January 2025. It is an interesting report and worth reading. Whilst it focuses specifically on NHS services, the themes can also be applied to private practice carried out in the NHS. In fact, it is interesting to note that whilst NHS patients have access to an … Continue reading A Pain to Complain
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.
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?
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
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
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.
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 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
Like so many things during this pandemic, using remote working technology has provided an opportunity to think about how we do things, including operating our governance framework and how we gain feedback from different service users. On 7th September 2020, ISCAS hosted a remote advisory group session involving subscribers and those supporting the maintenance of … Continue reading ISCAS is listening
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
