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ANNUAL REPORT 2013 Adjudicating Complaints for the Independent Healthcare Sector


Adjudication, Facts and Figures


The number of heads of complaint has risen since last year and may, in part, explain the increasing complexity of many of the cases that come to adjudication (Table 5). Last year, for the first time, adjudication saw more complaints about nursing and a decrease in medical complaints. This year there was a return to a higher number of medical complaints, as seen in table 5. It is important to note that these are complaints that are not resolved at stages 1 and 2; they do not necessarily reflect the scope of complaints received at those earlier stages by ISCAS members.


Complaints relating to administration, which includes complaints handling, have always been significant, however they have increased this year following a slight decrease last year. This has implications for how members comply with the code, which has led to the adjudicators recommending that ISCAS has oversight of actions taken by members organisations to improve complaints.


Table 5: Total heads of complaint year on year


10 20 30 40 50 60 70 80


0 2008 2009 2010 2011 2012 Medical Nursing Allied health professional Admin Other


12


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