‘In 2016 ISCAS Identified the largest type of Heads of Complaint as being Complaints Handling.
A key activity for this year has been work to revise and update the Code of Practice for Complaints Management (the code). This sets out the good practice Standards set by ISCAS for Independent Healthcare Providers (IHPs), as well as for the independent adjudication service provided by ISCAS. During the past year ISCAS has focussed on strengthening its structure and systems and has once again turned its attention on to trying to get some resolution for complaints in PPUs (private patient units in NHS hospitals).’
This year's report details two major changes - representation of patient interests on the ISCAS Governance Board has been increased, and the Board approved the move of the service to the Centre for Effective Dispute Resolution (CEDR).
It was responding to the requests of ISCAS subscribers from across the independent healthcare sector, and to the Association of Independent Healthcare Organisations (AIHO) representing private hospital operators, for the ISCAS service to be demonstrably separate from the influence of AIHO.
The latest ISCAS Annual Report demonstrates that throughout 2014, improving the quality of complaints handling by providers has been a key driver for ISCAS. The Management Team has worked hard with ISCAS subscribers to improve processes for handling and investigating complaints.
In 2014 ISCAS identified the need to better capture, learn and act on feedback from patients who have been through Independent Adjudication. The Annual Report sets out how patient feedback has shaped the ISCAS service.
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ISCAS has seen an increase in the number of adjudication cases over the year and continues to receive consistently high number of enquiries from the public seeking information about complaint procedures. The number of people contacting ISCAS about non member services has also risen significantly.
ISCAS, having been established for over 10 years, continues to be the recognised complaints management framework in the independent healthcare sector, serving patients, the public and healthcare organisations.
The ISCAS Code and the 8% increase in membership demonstrates that the independent healthcare sector can work together for the common good and share an industry wide standard amongst its members.