ABOUT US

Comments and Complaints

Our policy

We want to give our patients the best possible care, in a comfortable environment.
We want to ensure our patients feel respected, dignified and looked after by our staff.
We want our service users to have confidence in our service quality, performance and competence.
We want to know where our own standards are not met.

ABOUT US

Comments and Complaints

Our policy

We want to give our patients the best possible care, in a comfortable environment.
We want to ensure our patients feel respected, dignified and looked after by our staff.
We want our service users to have confidence in our service quality, performance and competence.
We want to know where our own standards are not met.

A guide to making comments and complaints

We aim to provide you with the best possible care and are always pleased to receive feedback from you, your family or friends.

If you are happy with your experience, we would like to hear from you but more importantly we need to know when we have not met your expectations. When this happens, we want to respond to complaints quickly and will take every opportunity to put things right.

Making a complaint

A complaint is communication from you that requires an investigation, and a formal response. If you are dissatisfied with the service proved by Medical Imaging Partnership, please let us know as soon as possible. Please feel free to approach the staff who have been caring for you, as if you have any concerns, they can often be addressed straight away.

Our staff will endeavour to resolve any minor issues and concerns immediately to your satisfaction. If you are still not satisfied, you can put your complaint in writing. We will always deal with complaints in confidence, investigate impartially and give you a clear and complete explanation.

It is recommended that you complain within six months of the event or the matter that came to your attention. The independent external adjudicators (at Stage 3) do have the right to refuse a complaint where the likelihood of conducting an effective review is unrealistic.

Three stages formal complaint process:

Stage 1

If you wish to make a formal complaint, please contact us in writing or by email providing as much information as possible. If you wish a representative to complain on your behalf, we will seek your consent to communicate with them to ensure your confidentiality. The relevant senior manager (depending on location involved) will conduct a thorough investigation with the relevant staff. Apologies will be given where necessary, the response will be open and honest, and will outline any improvements or change in practice identified. Please send you letter or email to the address below and we will pass your complaint to the relevant Senior Manager.

Address your letter to: Governance Department, Medical Imaging Patnership, Unit 7, The Pavilions Brighton Road, Pease Pottage, Crawley, RH11 9BJ

Or email: governance@medicalimaging.org.uk

a. What you can expect:

i. A written acknowledgement within 3 working days of receiving your complaint unless a full response can be sent to you with 5 working days.

ii. A detailed, written response as promptly as we can, usually within 20 working days of receipt.

iii. If for any reason it has not been possible to complete the investigation within this timeframe, we will communicate to you explaining the delay, along with an anticipated date for the completion of the investigation.

Stage 2

a. If you are unhappy with the response from the Senior manager you can request your complaint is considered by the Chief Executive, which will be explained in our Stage 1 response letter to you.

b. Our Chief Executive Officer will review your complaint and either confirm the decisions and actions taken or reach an alternative decision to help resolve the matter.

c. What you expect:

i. A written acknowledgment of your complaint within 3 working days of receiving your complaint unless a full response can be sent to you with 5 working days.

ii. A detailed written response within 20 working days of receipt. The reply letter will include commentary stating whether the complaint has been upheld and will provide emphasis on changes to improve the service.

d. If for any reason it has not been possible to complete the investigation within this timeframe, we will communicate to you explaining the delay, along with an anticipated date for the completion of the investigation.

Stage 3

a. If you remain dissatisfied with the outcome of the review by our Chief Executive, you have the right to request an independent external adjudication of the complaint.

b. This can be done by contacting one of the following within 25 working days of receiving the Chief Executive Officer’s final letter.

c. For NHS patients:

i. Parliamentary and Health Service Ombudsman, Millbank Tower. Millbank, London SW1P 4QP,

ii. Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk

d. For private patients:

i. Independent Sector Complaints Adjudication Service (ISCAS) c/o CEDR – Centre for Effective Dispute Resolution International Dispute Resolution Centre, 70 fleet Street London EC4Y 1EU

ii. Tel: 0207 536 6091 Email: info@iscas.org.uk