How to Complain at MUMS

Patient Information –  How to Complain

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

Email stephanie@mums.me.uk

Post – 1 Park Avenue, Solihull, Birmingham B91 3EJ

STAGE 1

Action upon Receipt of a Complaint

MUMS Complaint Manager will:

• Acknowledge in writing within the period of 3 working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable. When a complaint arrives via email at the weekend – the patient will be contacted on the next working day. MUMS will 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 full response will include all of the issues raised, comments on review of correspondence, a summary of the investigations, findings and learning points.
• A summary of action taken

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.

ISCAS
CEDR
3rd Floor
100 St. Pauls Churchyard
London
EC4M 8BU
020 7536 6091
info@iscas.org.uk

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.