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Annual Report 2014


By Chair of the ISCAS Governance Board, Baroness Fiona Hodgson, CBE

This year the ISCAS Governance Board has continued to build on progress since it was set up in March 2012 to ensure an independent complaints service in the independent healthcare sector.

The new Complaints Code, launched in May 2013, with its clear standards and timescales, has proved to be a great success in managing complaints for both ISCAS members and complainants. The Code is also the measuring stick used to evaluate new members before their application is submitted to the ISCAS Governance Board for final approval. During 2015 a further review of the Code will be undertaken and consultation is planned with the ISCAS Governance Board, ISCAS members and a wider external consultation.

Ensuring that ISCAS is ‘user friendly’ to patients is a major priority and during the past year ISCAS has produced a patients’ guide with input from the Patients Association and Action against Medical Accidents (AvMA) which explains how to make a complaint about an ISCAS member using the ISCAS Complaints Code of Practice. This document is readily available to complainants and has been found to be a valuable asset in guiding them through the complaints process.

Getting the right balance on the Board remains an important concern. We welcomed Stephen Barasi as a new patient representative at our meeting in November, but we would still like to have more patient representation, so we would be grateful for any information about possible candidates.

I would like to thank all the ISCAS staff who have been such a fantastic support this year. We were sorry to say ‘goodbye’ to Andrew Wilby who had done such a wonderful job, but we welcome Charlie Evans to the Manager role, and look forward to meeting the challenges of 2015!


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