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ISCAS

Independent Sector Complaints Adjudication Service

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Category: Public publications

Reasonable Adjustments Policy

ISCAS Use of AI – Tips for Patients

ISCAS Position Statement – Criteria in which ISCAS Adjudicators will seek an expert opinion

ISCAS Position Statement – Complaint Handling v Clinical Negligence

ISCAS Position Statement – Complaints Management Fees (2022)

Guidance for Managing Unacceptable Behaviour by Complainants (2026)

ISCAS Position Statement on Complaints Management and Practising Privileges (2022)

Information sharing with regulator – Scotland (HIS)

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 … Continue reading Information sharing with regulator – Scotland (HIS)

Information sharing with regulator – England (CQC)

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 … Continue reading Information sharing with regulator – England (CQC)

Memorandum of Understanding (MoU) – ISCAS & Scotland (HIS)

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Latest

  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Time Perception
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Environment Matters
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Defensive vs Professional
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Why Complaints Escalate (The First 5 Minutes)
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Why Complaints Escalate (A Sequence of Moments)
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Power of Clarity
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – When Complications Become Complaints
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Who owns the problem?
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Expectation Gap
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – An increasingly common sentiment in escalated complaints – ‘I wasn’t heard’.
  • Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Uncomfortable Truth – What patients complain about vs what clinicians expect
  • Case Study: The Rise of Online Weight-Loss Prescriptions in the UK – Successes, Challenges and learning from complaints
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Navigating Complaint Management in UK Private Healthcare
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Inclusive Feedback, Stronger Care: Why Every Patient Counts
  • Turning Complaints into Insights: ISCAS Hints and Tips for UK Healthcare – Supporting Staff Through Complaints: Building a Culture of Care, Learning & Evidence in Private Healthcare

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  • Latest news
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