Independent Sector Complaints Adjudication Service - London

Steven Shepherd

I would not recommend wasting your time using this service which in my experience was very biased to protecting the private hospital and ignored compelling evidence in support of our claim. My wife who was in perfect health, almost died less than 5 days after a Private Hip Replacement Operation and needed the NHS to save her life after she suffered a severe case of peritonitis. During the hip operation the surgeon stabbed himself and bled into my wife and she had her bloods taken and tested for Hepatitis B and C and HIV 1 and 2. What about other possible causes of infections that were not tested for ? Disappointing that nobody has been able to identify the male member of the theatre team who visited my wife the day after the operation who asked how she was and told her that she lost a lot of blood during the hip operation. It is almost certain that 2 events are connected but the Private Hospital will fight you every inch of the way rather than accept responsibility, and the ISCAS process did not feel to be Independent and simply ignored compelling evidence in support of our claim in favour of the Private Hospital.

Dave Williamson

ISCAS is funded by the healthcare provider, and as such you will never get a fair hearing, in my case evidence provided was ignored with absolutely no accountability. Don’t waste your time complaining you will not get a fair hearing, the government should investigate this very healthcare biased service.

J

Horrific experience. They don't care about the truth, they make up false arguments, refusing to acknowledge the facts. They are not concerned with patient care.

They aren't bothered that I was NOT given fully informed consent. They're not concerned that I was not informed of a KNOWN risk meaning I was left with a completely new, devastating, life altering injury after hip arthroscopic surgery.

They are not there to protect the patient, they are there to protect the surgeon and hospital.

There is NO accountability.

Twitter @myfight2beheard

Stephen Margrett

Shambolic, Corrupt, Unprofessional, Pointless & Biased Company.

Had to go through ISCAS (an umbrella organisation of CEDR for private healthcare) to complete the complaint process with BMI London Independent Hospital (now Circle Health Group), after having cataract surgery that left me with no reading vision and the surgeon and hospital providing no after care.

Using this so called service is a complete waste of time. The adjudicator repeatedly ignored evidence, made up parts of my claim just so she could reject them and refused to correct any of the numerous mistakes she made to my complaint.

They paid for a so called expert who had never examined my eyes, who was so unbelievably biased against my case, if it was not so serious would have been laughable. He mentioned how amazing my mid and long range vision was 6 times, mentioning how bad my reading vision was only once. He refused to answer any questions where the answer may have put the surgeon or hospital in a bad light. A quick internet search shows the expert they chose, has a history of making very biased reports for the company that is paying him.

After having paid over £4.800 for this unsuccessful surgery, the hospital offered me on 2 occasions £1,500 which I refused. After months of frustration and wasting a lot of time repeatedly trying to correct the unprofessional way the adjudicator was handling my case, ISCAS thought a satisfactory outcome was to offer me only £500.

Unbelievably for a company that specialises only in complaints, despite at the start of the process being told otherwise, you cannot complain against the outcome. Yes that is right, even though my adjudicator ignored evidence and facts, refused to correct mistakes, generally handled my complaint in a very unsatisfactory manner and just lied, there is absolutely nothing you can do about it! Incredible!

The whole point of this organisation is to avoid the option of going to court. I am now going through the process of taking the surgeon and hospital through the small claims court and as I am so unhappy with ISCAS, I will shortly be also taking them to court. Which is exactly the opposite of the purpose of this organisation.

The whole process has been incredibly stressful and frustrating. If you have the choice, please do your self a big favour and avoid ISCAS and go straight to court, as using them is totally pointless and will be a massive waste of time!

Scott Leighton

Bias, unfair and completely disregarded my side of the argument. How they have the final say is not right.

Angelo Pangalos

What an awful service! Don't even bother! You can't even reach them!

Ruya Zorlu

Not helpful at all. Really poor service.

Aleja Isip

Pathetic. Far from independent