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Annual Report 2014


iscas activity


Across the 40 complaints adjudicated on, adjudicators identified 151 Heads of Complaint. Table 5: Total number of adjudicated complaints and heads of complaint 2008


Total number of complaints adjudicated Total heads of complaints


18 132


2010 22


150


The following table shows the six largest categories of Heads of Complaint. Table 6: Type of Heads of Complaint at Independent Adjudication


10 15 20


0 5


20%


Complaints handling


19% Nursing care 17% 13%


Consultant care Clinical care / discharge


9% 7%


Admin & billing Outcome of treatment


In each decision report, adjudicators either: ‘uphold’, ‘partially uphold’ or ‘do not uphold’ a particular Head of Complaint. The following table illustrates that the majority of complaint heads are either ‘upheld’ or ‘partially upheld’ by adjudicators.


Table 7: Heads of complaint upheld at the Independent Adjudication stage


2012 38


178


2014 40


151


40% 46% 14%


■ Upheld ■ Partially upheld ■ Not upheld


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