ISCAS stuck on non-member complaints

The Independent Sector Complaints and Adjudication Service (ISCAS), the complaints management framework in the independent healthcare sector, has revealed in its annual report for 2011-12, that complaints about non-members have increased. This means a quarter of the complaints it received were about non-member organisations and, therefore, complainants have nowhere to access an independent complaint review stage. Despite this membership of ISCAS has increased from 60 to 68 members and it also established a governance board to ensure the independence of its Code of Practice and effective implementation. Lady Fiona Hodgson was appointed chair and said: The establishment of the ISCAS governance board demonstrates a commitment by the independent healthcare sector to ensuring a fair and effective route for complaints in the private sector.’

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