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ANNUAL REPORT 2013 Adjudicating Complaints for the Independent Healthcare Sector


ISCAS Secretariat and Complaint Activity by Andrew Wilby


Table 1: How people hear about ISCAS 329 people contacted ISCAS about their complaint over the reporting year in addition to complainants referring their case for adjudication. Table 1 shows how people were signposted to ISCAS however, 43% of all contacts could not recall, or were unsure where they learnt about ISCAS. From the remainder, the vast majority (21%) were using the internet and found the ISCAS website, which demonstrates the importance of continued development of this information resource. Fewer people were relying on the patient leaflet than has been the case previously.


Table 1: How people hear about ISCAS, Referral Source.


0% AvMA


2% Citizens Advice Bureaux 8% Care Quality Commission 7% Health Service Ombudsman


21% Internet / website 9% ISCAS patient leaflet 2% Patients Association 8% Other not specified 43% Not recorded


Table 2 clearly shows that most of the people contacting ISCAS had a complaint in relation to cosmetic surgery, followed by complaints about consultant care.


Table 2: Complaint by type for all contacts at stages 1 and 2


Clinical care 10% Complaints handling 2% Consultant care 18% Cosmetic treatments 3% Cosmetic surgery 19% Dental 2% Fees 8% Insurance 1% Lasers 5% Mental health 1% Multiple complaints 11% Nursing care 2% Social care 2% Not Disclosed 5% Other 7% Bariatric 3%


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