Independent Sector Complaints Adjudication Service

Membership Entitlements

• Use the copyrighted Code of Practice for Handling Patients' Complaints
• Access to stage 3 of the complaints process i.e. the Adjudication Service
• Public display of certificate and use of ISCAS quality mark on stationery and website.
• Individual advice on managing complaints from the ISCAS Secretariat
• Access to 'Members only' library of ISCAS Member support documents
• Use of copyrighted patient guides on 'Making a Complaint'
• Supplies of patient guides at cost

Excellent Member Support

• Policy is continually developed and updated through Member feedback
• Participation in the ISCAS Work stream provides opportunities for:
  • Personal development
  • Networking
  • Good practice exchange
• Opportunity to participate in benchmarking among industry peers
• Annual Complaints Seminar
• Annual Report; information about complaints activity from the Adjudication Secretariat
• Upholds the Code by Sign posting complainants at stages 1 & 2 back to the provider for local resolution

Demonstrates Commitment to Patient Service

• Well established, industry-developed, Code of Conduct, with a proven track record
• Recognised by Regulators, Medical Defence Organizations and the Ombudsman
• Compliance with Essential Standards of Quality and Safety S17; (CQC)
• Regarded as better than the NHS complaints policy by the CQC

Enhances Organisation's Image

• Compliance with most widely used complaints policy in the healthcare industry
• Increasing awareness of the code by the public (75% increase in enquires in 2010)
• Display of the ISCAS certificate and use of the logo in public communications

Provides Marketing Benefits

• ISCAS certificate demonstrates commitment to excellence in patient service
• Logo can be used on stationery/brochures as quality mark
• Competitive advantage: differentiates your organisation
• Enhanced public image through compliance with leading healthcare complaints policy

Offers Cost Effective Solution

• Best Practice' solution without the internal development and maintenance costs
• Average adjudication cost/case reduced by 45% over the last 3 years
• No increase in administration costs for 2011/12
• Professional management of complaints reduces potential legal costs
• IHAS members benefit from a 50% reduction in ISCAS subscription fees

Support to Public and Complainants

• Informative website
• Patient information leaflets
• Public enquiry line from 0830-1730 during the working week