Getting to grips with complaints

Dealing with complaints: 1

Complaints from private patients are rising. Sally Taber reports on the work of the Independent Healthcare Sector Complaints Adjudication Service and its new Code of Practice launched this month.

Good complaints management is an integral part of good governance and quality management.

But in a world where the consumer is king and independent healthcare is provided by a huge variety of different entities, clear definition of good complaints management is needed.

That is what the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) does for its subscribers, who make up 95% of the UK’s independent healthcare providers.