inQuisit can help organisations to better manage and learn from healthcare complaints

Expertise in:

  • Conducting thematic reviews of complaints, to identify areas of learning, and actions to prevent certain types of complaint from arising again
  • Developing frameworks for making decisions on complaints, including how to decide what type of remedy is suitable, whether a goodwill payment is appropriate – and how much to pay
  • The regulation of healthcare professionals (including eight years serving on the Fitness to Practise Committee of the Nursing and Midwifery Council, and five years as Non-executive Director of the Council for Healthcare Regulatory Excellence, now Professional Standards Authority for Health and Social Care)
  • Adjudicating on complaints – inQuisit Director Sally Williams served as Principal Adjudicator for the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) for seven years, leading a team of adjudicators to make impartial and robust decisions on complaints about independent and private hospitals and clinics, as part of the final stage of the complaints process. Led the development of the following documents:
    • ISCAS Code of Practice for Complaints Management (2017)
    • Goodwill Payments Guide
    • Patients’ Guide to the ISCAS Code (2017)
    • Seven Steps to Good Complaints Handling
    • Thematic review of cosmetic surgery adjudications (2017)