KSL Clinic ISCAS Status

Our ISCAS Status

Who Are ISCAS?

The Independent Sector Complaints Adjudication Service (ISCAS) is an independent, not-for-profit body that provides impartial, external review of complaints for private and independent healthcare providers across the UK. ISCAS was established to give patients a route to resolution that sits entirely outside the provider they’re complaining about, so the final say on an unresolved complaint doesn’t rest with the clinic itself. Membership of ISCAS is voluntary, and providers who join agree to have their complaints handling assessed against ISCAS’s own code of practice.

KSL Clinic’s Complaints Process and Where ISCAS Fits In

KSL Clinic operates a three-stage complaints process, and ISCAS is built into it as the final, independent stage:

• Stage 1 — Local resolution. Complaints are acknowledged within two working days. If a full response can’t be given within five working days, KSL Clinic aims to respond within 20 working days, keeping the patient updated on progress throughout. All complaints must be raised within 18 months of the procedure date. Complaints relating to a surgical outcome are discussed with the relevant surgeon as part of this stage.
• Stage 2 — Internal review. If a patient remains dissatisfied with the Stage 1 outcome, they can request escalation to KSL Clinic’s Operations Director within six months of the final Stage 1 letter. This is acknowledged within two working days, with a written response provided within 20 working days.
• Stage 3 — Independent external adjudication (ISCAS). If a patient is still dissatisfied after Stage 2, they can refer their complaint to ISCAS in writing within six months of KSL Clinic’s final Stage 2 response. ISCAS will only accept a case once Stages 1 and 2 have been completed, and will direct the complainant back to KSL Clinic if they haven’t been. The patient must set out the reason for the complaint, what remains unresolved, and the outcome they’re seeking. ISCAS then appoints an independent adjudicator to review the case, keeps the patient informed of progress, and issues a final written decision with reasoning.

What We’re Regulated For

ISCAS involvement covers any complaint about care or treatment at KSL Clinic that has been through the full internal process (Stages 1 and 2) and remains unresolved. The adjudicator’s decision at Stage 3 is final and binding on KSL Clinic. It does not, however, remove a patient’s right to pursue the matter through legal action separately.

What This Means for You

We’re confident that you’ll be satisfied with our service as outlined by our satisfaction guarantee and thousands of happy customers. But it you’re not satisfied with how KSL Clinic has handled it, you’re not relying on our word alone to put it right. ISCAS gives you access to an adjudicator who has no stake in the outcome, and whose decision KSL Clinic is contractually bound to accept. You can contact ISCAS directly at 100 St Paul’s Courtyard, London, EC4M 8BU, on 0207 536 6091, or at info@iscas.org.uk once Stages 1 and 2 are complete.

Find out more: ISCAS Provider Directory — KSL Clinic | ISCAS — Independent Sector Complaints Adjudication Service

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