Patient Complaints

As ISCAS subscribers, the IDrF offers an exclusive service to help our members handle patient complaints, ensuring that issues are addressed promptly and in line with the ISCAS code. The structured, three-stage process provides clear steps to resolve complaints fairly and professionally, offering you valuable support.

The three stages are:

Stage 1:

The complaint is initially reviewed locally by the doctor or practice, and a response is provided to the patient.

Stage 2:

If the patient remains dissatisfied, the complaint is escalated to the IDrF's Complaint Manager, who seeks input from both parties to reach a resolution.

Stage 3:

If the patient is still dissatisfied, they can take the complaint to ISCAS, where it will be adjudicated by an independent body.

Please click on the links below to access the relevant documents;

To find out more about ISCAS, including full documentation relating to the patient complaints process, please visit the ISCAS website here.