The Independent Sector Complaints Adjudication Service (ISCAS) has revised its code of conduct for the management of IS complaints. The Code offers hospital providers and complainants clarity to ensure speedy and satisfactory resolution. All of the major hospital providers subscribe to ISCAS.
FIPO has held discussions with ISCAS about the consultants’ perspective and has requested that consultants be immediately informed if any of their patients make formal complaints, even if they themselves are not implicated.
ISCAS does not regulate insurance products. Complaints about decisions made by PMIs which counteract the advice of the treating consultant and have the potential to cause patient detriment may be considered. We encourage consultants to keep their patients fully informed.
For more details, see ISCAS Code of Practice for Complaints Management