What Good Looks Like
FLI#5.3: The Follow-Up Gap
With extensive experience and ongoing analysis of emerging trends, ISCAS continues to categorise complaints to better understand their underlying causes and to strengthen insight across the independent healthcare sector.
From reviewing and adjudicating complaints, one of the most consistent and immediate learning points is also one of the simplest:
Follow up…….
- A short call
- A message
- A timely check-in
These small actions carry significant weight for patients and can meaningfully influence the trajectory of concerns before they escalate.
It signals a clear message: “You haven’t been forgotten.”
In practice, it is a modest operational step with a disproportionate impact on patient experience, reassurance, and complaint prevention.
👉 Small effort. Disproportionate impact.
