ISCAS publishes a range of documents aimed at complainants, the general public and ISCAS subscribers:
ISCAS Code of Practice
Complainant focused documents
ISCAS subscriber focused documents
ISCAS Annual Reports
ISCAS Operating Protocols with Healthcare Regulators
Minutes of the ISCAS Governance Board
ISCAS also publishes a quarterly members’ only e-Newsletter and has plans to produce model complaints policies for new subscribers to adapt to their services. ISCAS also runs training programmes on complaints management for members and resources are made available to ISCAS subscribers.
The Health Select Committee has launched an inquiry into NHS complaints and litigation. IHAS has submitted written evidence detailing how the robust ISCAS Complaints Code works and its success in the independent healthcare sector in providing a first class complaints resolution service. This can provide the committee with a comparator for the NHS system based on over 10 years experience of operating the Code. IHAS will be seeking an opportunity to give oral evidence to the inquiry.
ISCAS Guidance for Managing Unacceptable Behaviour by Complainants
The vast majority of people seeking to raise a complaint about care and treatment received in an ISCAS member facility act entirely reasonably. Occasionally complainants may act inappropriately towards the staff involved in the investigation of a complaint for a number of reasons. To assist ISCAS members in managing a complaint, this is a guide that ISCAS members can adopt to develop their complaints management policy.
ISCAS submitted a full response to this NHS Complaints Review, setting out details about ISCAS. ISCAS also raised the issue of complaints against Private Patient Units falling between the NHS and independent sector.
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.
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.