6a Response Accepted AI-assessed

Communicating complaint escalation

Recommendation

We recommend that information about the means to escalate a complaint to an independent body is communicated more effectively in both the NHS and the independent sector.

Published Evidence Summary
The following publicly available evidence relates to this recommendation:
NHS complaints processes now more clearly signpost patients to the Parliamentary and Health Service Ombudsman (Government Response, December 2021). The Independent Healthcare Providers Network (IHPN) agreed to ensure its members inform patients about the Independent Sector Complaints Adjudication Service (ISCAS) (Government Response, December 2021). The CQC monitors complaints handling as part of its inspections, but no further specific published evidence detailing these improvements or monitoring outcomes has been identified since December 2021.
How was this assessed?
Assessed by gemini-2.5-flash on 24 Mar 2026
Checked data held on this site (government responses, progress updates, independent evidence)
External sources searched: www.gov.uk, www.legislation.gov.uk, hansard.parliament.uk
This recommendation requires implementation across many organisations. The assessment reflects central policy response, not adoption in individual organisations.
Jurisdiction
England
Response
Accepted
Accepted Department of Health and Social Care
16 Dec 2021

Accepted. NHS complaints processes now more clearly signpost to Parliamentary and Health Service Ombudsman. Independent Healthcare Providers Network has agreed to ensure members inform patients about Independent Sector Complaints Adjudication Service (ISCAS). CQC monitors complaints handling as part of inspections. (Source: Government Response, December 2021)

Source
Inquiry Paterson Inquiry
Report Report of the Independent Inquiry into the Issues raised by Paterson 04 Feb 2020
View Source
Responsible Bodies
Department of Health and Social Care Primary
Themes & Tags
Complaint record keeping failures No person-centred care Complaints Escalation Phso Iscas
Recommendation age 6.1 yrs
Last formal update 1559 days ago