Comments, Concerns, Compliments and Complaints
People are mostly satisfied with the service they receive and are often reluctant to complain if something gives them cause for concern or dissatisfaction. However, Mediscan Diagnostic Services Ltd welcomes constructive criticism of its services, as the information received is invaluable to improve the quality of the services provided.
Who can complain?
Anyone can raise a concern or make a complaint. You can complain about the service or the treatment you have received from Mediscan or a complaint can be raised by another person acting on your behalf. If you are unable to complain yourself, then someone else can complain for you, but only with your agreement.
Raising Concerns or making a complaint?
Many concerns can be resolved with Mediscan duty staff at the clinic where you are receiving treatment/scan. This is in everyone’s interest, including Mediscan’s staff to resolve concerns as quickly as possible.
You can write to us on:
Mediscan Diagnostic Services Ltd.
Unit B2-36 The Forum, Tameside Business Park,
Windmill Lane, Denton M34 3QS.
email us at firstname.lastname@example.org
Phone us on 016 1820 1123 and ask for the Complaints Manager.
What happens when we receive your complaint?
In the first instance, your complaint will be reviewed by our Office Managers / Operational Managers and graded according to the complexity and severity of the issues raised. The complaint will then be reviewed by the complaints committee and the Complaints Manager will coordinate the investigation and make initial checks to see whether there are any confidentiality issues to consider and whether the complaint involves more than one organization. If it does, then we will seek your consent to pass your letter to other organizations involved in order to provide you with a complete response to the issues raised.
Details of your complaint will then be recorded on Mediscan’s Complaints database for future reference.
If you are making a complaint on behalf of someone else, Mediscan may write to you requesting the authorization of the person involved to disclose confidential information about them to you. If the patient is unable to provide such consent, because they have died, have a long-term illness or disability, then, if you are not registered as their next of kin, we will ask for appropriate authorization for you to act and receive information on the patient’s behalf; i.e. written consent from the Next of Kin, Executor of a will. This is because we are required to do so by law to protect patient confidentiality.
Will the fact I have made a complaint affect my future healthcare or that of my relative?
On no account should anyone who has raised a complaint to feel discriminated against. If you believe this to be the case then this should be reported to the CEO of Mediscan.
Letters of complaint or the responses are always kept safe and secure in our central location.
When will I receive a response to my complaint?
- We will acknowledge your complaint by contacting you within 2 working days of the complaint being received.
- We will endeavor to provide you with a full response, wherever possible, within 20 working days.
- If at any stage during the investigation it is thought that it will take longer than 20 working days to resolve your complaint, we will provide you with a date by which we anticipate we will be able to respond and keep you informed of the progress at regular intervals.
What If you are not satisfied with the response?
If you are dissatisfied with the initial response please contact us. Your concerns will be readdressed and following further investigation, a response will be provided. If you still remain dissatisfied, you have the right to request an investigation by:
Parliamentary & Health Service Ombudsman (PHSO)
Millbank – London
Tel: 0345 015 4033