Publications


Patients' Guide to the ISCAS Code

The Patients’ Guide to the ISCAS Code has been developed to help patients understand the standards that subscribers to the ISCAS Code comply with in the management of private patient complaints. The Patient’s Guide has been produced in conjunction with the Patients Association and is set out as a series of Frequently Asked Questions (FAQs).

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Patients' Guide - COVID-19 addendum (July 2020 version)

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. Given the COVID-19 changes in healthcare, the supplement expands on information for both private and NHS patients treated in the independent sector.

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COVID19 ISCAS FAQs Reopening

These Frequently Asked Questions (FAQs) about the Reopening Private Services are provided for people seeking private healthcare and cosmetic services. The FAQs are designed to signpost to relevant guidance that can support conversations with providers. The aim is to help mitigate the risk of complaints escalating about the reintroduction of private healthcare or cosmetic services.

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    HIW-ISCAS Memorandum of Understanding

    ISCAS and Healthcare Inspectorate Wales (HIW) have an agreement to share appropriate information for reasons of public interest, in order to ensure high standards of quality and safety of health care. The information sharing agreement sets out the basis for sharing information and the governance around information. More information can also be found in our Privacy Policy.

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    ISCAS CQC Information Sharing Agreement

    ISCAS and the Care Quality Commission (CQC) have an agreement to share appropriate information for reasons of public interest, in order to ensure high standards of quality and safety of health care. The information sharing agreement sets out the basis for sharing information and the governance around information. More information can also be found in our Privacy Policy.

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    ISCAS Guidance for Managing Unacceptable Behaviour by Complainants

    The vast majority of people who complain about an independent healthcare provider act entirely reasonably. Occasionally, those making a complaint may act inappropriately towards the staff involved in the investigation of a complaint. Our guidance on unacceptable behaviour is provided to help subscribers to ISCAS manage unacceptable behaviour by those making a complaint.

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    ISCAS HIS Info Sharing Agreement (Scotland)

    ISCAS and Healthcare Improvement Scotland (HIS) have an agreement to share appropriate information for reasons of public interest, in order to ensure high standards of quality and safety of health care. The information sharing agreement sets out the basis for sharing information and the governance around information. More information can also be found in our Privacy Policy.

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    ISCAS Position Statement on Complaints Management and Practising Privileges

    The ISCAS position is that subscribing Independent Healthcare Providers (IHPs) are required to provide a single response to a complaint. The response to complaints shall be based on an investigation that involves all relevant persons, whether those are staff who are engaged through an employment contract, agency/bank staff, or those who are granted of practising privileges. IHPs may need to obtain statements or feedback from those granted practising privileges, including on matters of the consent process, but this should be incorporated into a single response to the complainant from the IHP.

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    ISCAS Position Statement on Complaints Management: Fees

    The ISCAS position is that subscribing Independent Healthcare Providers (IHPs) are required to be transparent regarding fees charged to service users and that includes those fees charged by those granted practising privileges.

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