The Independent Healthcare Sector Complaints Adjudication Service (ISCAS) is now located with the Centre for Effective Disputes Resolution (CEDR), London.
ISCAS has decided on the Centre for Effective Disputes Resolution (CEDR) as the organisation best suited to provide operational services under contract. It was responding to the requests of ISCAS Members from across the independent healthcare sector, and to the trade association - Association of Independent Healthcare Organisations (AIHO) representing private hospital operators, for the ISCAS service to be demonstrably separate from the influence of AIHO.
CEDR will operate the dispute adjudication services in the name of ISCAS to a remit set by the ISCAS Governance Board. Both the ISCAS Governance Board and CEDR expect the service for providers and patients to be maintained and improved by the experienced CEDR, which already gives similar support to many other sectors including ABTA and the water supply industry.
The ISCAS Governance Board is pleased to confirm that the panel of independent experts who are retained to adjudicate in the resolution of Stage 3 disputes have all agreed to continue to provide their services.
ISCAS intends no change to the ISCAS Code for the handling of complaints by healthcare providers. This allows for three stages for resolution of disputes between patients and healthcare operators:
Stage 1 – Local Resolution: Stage 1 is usually dealt with by the Hospital Manager of the hospital or clinic.
Stage 2 – Complaint Review: Stage 2 is usually dealt with by the Chief Executive of the Hospital Group or by a non-executive director/member of the Board in the case of an individual hospital.
Stage 3 – ISCAS Independent External Adjudication: Stage 3 is conducted by an ISCAS Independent Adjudicator.
Members of ISCAS have reconstituted the Board of ISCAS to include three non-executive Directors. ISCAS is presently recruiting two Directors to serve alongside the long-serving Director of ISCAS, Sally Taber. It is the intention of the ISCAS Governance Board to review the present method of charging Members of ISCAS to both reduce annual charges and align costs more closely with usage of the adjudication stage of dispute resolution.
Sally Taber said: “The Board of ISCAS will oversee the impartiality of the disputes resolution system in the independent healthcare sector, which is important to the reputation of all companies providing healthcare. I expect the new arrangements to support this aim, and to provide a more efficient and patient-responsive service. I welcome the association with CEDR, and the invaluable continued support of our expert panel of adjudicators.”
Notes for Editors
The Independent Sector Complaints Adjudication Service (ISCAS) is the recognised complaints management framework in the independent healthcare sector. The actual Adjudication Service is the third stage of the complaints’ process. ISCAS is a voluntary membership scheme that represents the vast majority (95%) of all independent healthcare providers across the UK. The ISCAS Complaints Code of Practice sets out the standards that ISCAS members agree to meet when handling complaints from privately funded patients about their service.
CEDR is a not-for-profit body, founded in 1990, that campaigns for better resolution of disputes and management of conflicts. CEDR is Europe’s largest independent Alternative Dispute Resolution service for both commercial and consumer disputes handling 8,000 to 10,000 cases a year. CEDR is the leading negotiation and conflict management trainer internationally in the field and its acclaimed Mediator Skills Training course has been undertaken by over 7000 mediators in 70 countries. The CEDR Foundation consults globally on Civil Justice reform and helps businesses develop conflict management systems.
Sally Taber, Director, ISCAS
Andy Rogers, Director of Communications , CEDR
T: +44 (0)20 7536 6044
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