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Turning Complaints into Insights: ISCAS Tip of the Week – Effective complaint management

Effective complaint management is central to improving patient care and maintaining trust. One key aspect that is often overlooked is understanding the “Heads of Complaint” – the specific elements or issues raised by a complainant. Why it Matters A complainant may perceive their issue one way, while the organisation sees it differently. If this is … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Effective complaint management

Turning Complaints into Insights: ISCAS Tip of the Week – Understanding and relationship management is an important part of complaint management

Complaints can be complex, lengthy and require discussion and explanation. Understanding and relationship management is an important part of complaint management. It can be very frustrating for the complainant to have to repeat the same thing to different people and to try and develop a relationship when the contact within the organisation keeps changing. It … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Understanding and relationship management is an important part of complaint management

Turning Complaints into Insights: ISCAS Tip of the Week – Outpatient fees and Private Medical Insurer Preauthorisation

Outpatient fees and Private Medical Insurer Preauthorisation: A significant number of complaints come from patients who have exceeded their private medical insurer outpatient limit and then complain because they believe prices are not transparent. Where they know what will happen in an outpatient appointment they can preauthorise the visit with their insurer in advance. However, … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Outpatient fees and Private Medical Insurer Preauthorisation

Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare

Over the past 15 years, ISCAS—the primary independent adjudicator for private patient complaints—has reviewed thousands of cases. From these, we’ve developed practical Hints and Tips for healthcare organisations, helping turn complaints into actionable learning.

A Pain to Complain

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.

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).

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 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 its patients, all of the time.

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 from dissatisfaction with a complaints handling system that does not meet a patient’s needs.

ISCAS 2023-24 Annual Report Launch

The ISCAS 2023-24 Annual Report was launched on 30th September 2024. A key development this year has been the launch of four training videos produced for subscribers to assist with the understanding of the Code. We encourage use of the videos as we consider it will result in fewer complaints about how complaints are managed. The report also highlights that ISCAS delivered formal training to two subscriber organisations.

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.