At Midlands Ultrasound and Medical Services (MUMS) 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. Written complaints will be acknowledged in writing within 3 working days of receipt. Patients are encouraged to complain in writing where possible.
Period within which complaints can be made
If you wish to make a complaint, either in writing or verbally, the period for making a complaint is within six months of event.
Complaints should normally be resolved within 20 working days. If investigations are still ongoing after 20 working 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.
Complaints should be made to Stephanie Byrom – Director of Operations. You can do this by :
Calling 0121 704 2669
Post – 1 Park Avenue, Solihull, Birmingham B91 3EJ
Action upon Receipt of a Complaint
MUMS Complaint Manager will:
MUMS shall inform complainants about their right to seek independent legal advice where any aspects of their complaint might give rise to a clinical negligence claim.
If you are not entirely satisfied with the way in which your complaint was handled at Stage 1 or the outcome of your complaint is not to your satisfaction that you can request the complaint to be escalated to Stage 2. Stage 2 involves further internal independent investigation and response by a senior member of MUMS Management team that has not been involved in Stage 1.
MUMS will invite the complainant to attend a Stage 2 meeting in order to clarify the matters that remain outstanding in the complaint and have a greater understanding to what the complainant hopes to achieve by escalation of the complaint.
MUMS shall provide a single, full, written Stage 2 response to the complaint
If the outcome of Stage 2 is not to your satisfaction then you are entitled to be signposted to ISCAS to have Stage 3 adjudication.
100 St. Pauls Churchyard
020 7536 6091
Patients of MUMS have the right to escalate the complaint to ISCAS for Stage 3.
Patients need to do this within 6 months of receiving the final response at stage 2.
ISCAS aims to complete Stage 3 adjudications within 3-6 months.
There is no appeal to Stage 3 adjudication and the Independent Adjudicator’s decision is final.
If patients wish to escalate their complaint to ISCAS at stage 3, they should do this in writing.
There is no appeal to Stage 3 adjudication and the Independent Adjudicator’s decision is final. However complainants are able to seek legal action at any point during or after the ISCAS complaints process and their statutory rights are not affected. If patients are not satisfied with the way ISCAS has managed the stage 3 process they are entitled to make a complaint about ISCAS.
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