What Good Looks Like
FLI#5.2: Early Resolution
With extensive experience and ongoing analysis of emerging trends, ISCAS continues to categorise complaints to better understand their underlying causes and improve insight across the sector.
It has been noted that high-performing organisations don’t seek to avoid complaints, rather they focus on resolving them early, before issues escalate.
In practice, early resolution is often determined by something very simple: clinician engagement.
Key behaviours that make the difference:
- Clinicians engaging early when concerns arise
- Staying present in the process, rather than stepping back
- Responding before uncertainty turns into dissatisfaction
Silence is rarely neutral. In most cases, it creates space for concern to grow, assumptions to form, and situations to escalate unnecessarily.
By contrast, timely engagement builds clarity, trust, and direction – all of which are essential to effective resolution.
The principle is straightforward: