When a person complains, it’s rarely about one isolated issue. More often, it’s the result of smaller frustrations building up until they cross a threshold. At that point, the way an organisation communicates matters as much as the issue itself. The problem? Too many responses are vague, defensive, or full of jargon. Instead of resolving … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Poor Communication Fuels Frustration

Rushed, defensive, or incomplete investigations often lead to further dissatisfaction. Common pitfalls include: Example: A patient complained that pain medication was not given when needed. A written statement was taken from the nurse, who said the medication was administered as requested and scheduled. However, clinical records showed gaps in pain assessments and medication timings not … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Inadequate Investigations Damage Trust

When investigating a complaint, every piece of documentation matters. Investigators will review all records and may take additional statements. If the complaint escalates, reviewers at the next stage—or even at bodies like ISCAS or the PHSO—will scrutinise the complaint file in detail. Missing records, poor note-taking, or undocumented verbal responses can make investigations difficult and … Continue reading Turning Complaints into Insights: ISCAS Tip of the Week – Lack of Clear Documentation Weakens Any Defence

How often have you thought, “They’re not listening!”? Don’t be that person! Listening is not just courtesy – it’s a skill and a critical part of effective complaint management. Failing to listen early can escalate complaints. Many concerns could be resolved quickly and informally if someone takes the time to truly listen. Patients often escalate … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – Active Listening in Complaint Management

A clear, well-structured response is key to resolving disputes and preventing escalation. This is a formal response from your organisation—handled carefully, it can rebuild trust and demonstrate professionalism. HINTS: TIPS: A clear, empathetic, and focused response demonstrates that complaints are taken seriously, improving satisfaction and reducing the risk of escalation.

This week is a focus on Verbal Communication. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have. Key Rule: Always respond in the format … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – How Should You Communicate in a Private Patient Complaint? – Verbal Communication

This week is a focus on letters. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have. Key Rule: Always respond in the format the … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – How Should You Communicate in a Private Patient Complaint? – Letters

This week is a focus on Emails. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have. Key Rule: Always respond in the format the … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – How Should You Communicate in a Private Patient Complaint? – Email

In healthcare complaints, not every action is always documented. Staff may assume that routine actions or well-intentioned interventions don’t need recording. However, missing evidence makes it difficult to reach accurate findings later in the complaint process. Memories of events—both from the complainant and staff—can differ, creating uncertainty. HINT: TIP:

In healthcare complaints, understanding the Heads of Complaint is crucial. Often, the complainant’s perception of events—how they felt treated, what they thought was communicated, or how they interpreted an outcome—differs from the organisation’s perspective. Staff perceptions can also vary, influenced by human factors and their interpretation of events. At the same time, the reality of … Continue reading Turning Complaints into Insights: ISCAS Hint & Tip of the Week – Both Perception and Reality matter in Complaints