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:
The written investigation and response
This will include:
Patients of MUMS have the right to escalate the complaint to ISCAS, Independent Sector Complaints Adjudications Service, Patients may not be satisfied with the way MUMS dealt with their complaint or may not be satisfied with the written investigation and response and wish for an independent review.
100 St. Pauls Churchyard
020 7536 6091
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.