This page contains a Flash digital edition of a book.
ANNUAL REPORT 2013 Adjudicating Complaints for the Independent Healthcare Sector


Contents Foreword Introduction


ISCAS Complaints Code of Practice ISCAS Secretariat and Complaint Activity ISCAS Governance Board Independent Adjudication


3 4 5 6 8 9


Learning from Complaints During 2012-2013 10 Goodwill Payments, Anonymised Vignette Adjudication, Facts and Figures The Year Ahead Appendix


ISCAS Members


11 12 14 15 16


Independent Sector Complaints Adjudication Service Centre Point, 103 New Oxford Street London WC1A 1DU, United Kingdom T: +44 (0)20 7379 8598 E: andrewwilby@iscas.org.uk W: www.iscas.org.uk


Designed and printed by Publications UK Ltd T: 020 8238 5000 | E: info@publicationsuk.co.uk www.publicationsuk.co.uk


2


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16