Complaint Policy

At Midlands Ultrasound and Medical Services we strive to provide world class healthcare – a caring environment where we take complaints very seriously. We learn from our complaints and take action to improve the service and communicate with our patients to achieve this.

All complaints, written and verbal will be recorded, and written complaints will be acknowledged in writing within 2 working days of receipt. Patients will be encouraged to complain in writing where possible.

Period within which complaints can be made

The period for making a complaint is normally:

(a) 12 months from the date on which the event which is the subject of the complaint occurred.
(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

Complaints should normally be resolved within 20 days.  If investigations are still ongoing after 20 days, you will be sent a letter that explains what is happening.

The Complaints Manager has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite the extended delay.

Action upon Receipt of a Complaint

Complaints may be received either verbally or in writing and must be forwarded to the Complaints Manager , who must:

  • acknowledge in writing within the period of 2 working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable. Include an offer to discuss the matter in person. Advise the patient of potential timescales and the next steps.
  • ensure the complaint is properly investigated. Where the complaint involves more than one organisation the Complaints Manager will liaise with his / her counterpart to agree responsibilities and ensure that one coordinated response is sent.
  • Where the complaint has been sent to the incorrect organisation, advise the patient within 3 working days and ask them to contact the service provider. MUMS provide appropriate contact details to the client.
  • Provide a full response, following thorough investigation, within 20 working days.

The written investigation and response

This will include:

  • A clear statement of the issues, investigations and the findings, giving clear evidence-based reasons for decisions if appropriate.
  • Where errors have occurred, explain these fully and state what will be done to put these right, or prevent repetition.
  • A focus on fair and proportionate outcomes for the patient, including any remedial action or compensation.
  • A clear statement that the response is the final one, or that further action or reports will be sent later.
  • An apology or explanation as appropriate.
  • A statement of the right to escalate the complaint to the Care Quality Commission, together with the relevant contact details.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the Complaints Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.

  1. If you have a complaint about any aspect of the service, care or treatment provided, please make this known to Donna Drinkall, Clinic Manager in the first instance. You may initially make this complaint in person, in writing or any other medium. Email: administrator@mums.me.uk. Either you or someone acting on your behalf may complain. Please supply name and full address for reference.
  2. Your complaint will be acknowledged in writing within 2 working days.
  3. We would ask you to confirm your complaint in writing as soon as possible to avoid any misunderstandings.
  4. After a full investigation you will be sent a letter of explanation within 20 working days. If investigations are still ongoing after that stage you will be sent a letter letting you know what is happening.
  5. If you are still not satisfied with our explanation then you are entitled to write to:   Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.
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