Complaints Procedure

Ready to listen, ready to learn…

At Kent Medical Imaging we aim to provide the best possible care to our patients but sometimes, despite our best efforts, things can go wrong.

If you are concerned, worried or unhappy with our services, we want to hear from you so that we can try to put things right as quickly as possible.

Anyone who has had communication or an examination in the KMI clinic can complain.

Our promise to you:

  • • We will listen to every complaint
  • • We will be open, honest and thorough in any investigation
  • • We will deal with everyone fairly and objectively
  • • We will respond promptly
  • • We will seek to resolve any issues amicably
  • • We will use the experience to improve our services and standards.

You can be confident that your care will not be compromised by raising a concern or making a complaint.

Talk to us first
We know that when things go wrong you want us to act quickly to put them right.  If you are not happy with something:

  • • Tell a member of staff in the clinic as soon as possible. This could be an ultrasonographer or a receptionist. In most cases, the staff will be able to deal with your concerns there and then.
  • • If you wish to make a complaint about a member of staff on duty and there are no other staff present, then you can telephone the clinic on 01732 897666 the following day and speak to someone different.

Making a formal complaint
If it becomes necessary for you to make a complaint we ask that you submit your concerns in writing wherever possible to:

Kent Medical Imaging Ltd
Suite 33, 40 Churchill Square
Kings Hill
West Malling
ME19 4YU.

So that we can investigate your concerns without delay please ensure you provide:

  • •Your name, correspondence address and daytime telephone number
  • • If you are making a complaint on behalf of someone else, we will need their consent for you to act on their behalf.  If the patient is over 18 and able to make decisions for themselves, you can ask them to countersign your complaint to confirm they are happy for you to make the complaint
  • • If your complaint is being made on behalf of a child, we will need a parent or guardian’s consent to respond
  • • Include as much detail in your complaint as possible.  Remember to include names of staff, locations, dates and times of events if you can
  • • If you have specific questions that you want answers to, it is helpful for you to list them
  • • Tell us what outcome you are looking for.  This will help us resolve your concerns to your satisfaction.

Alternatively, you can make a complaint via your general practitioner, hospital consultant or other referring healthcare professional.

Timeframe for response
Once a complaint has been lodged, a written acknowledgement will be sent to the patient within 2 working days of receipt, unless the complaint can be answered, and a full reply can be sent within 5 working days.

A full written response will be made within 20 working days if the outcome of the investigation is known. Where this is not possible due to the complexity of the investigation or a temporary absence of key people, a holding letter will be provided within 20 working days explaining the reason for not being able to provide a full response in this time frame.  

If you remain dissatisfied with the first two stages and require an independent adjudication, please contact:

Independent Sector Complaints Adjudication Service
70 Fleet Street        

T: 0207 536 6091

If you choose to commission an independent review of your case KMI will provide the necessary documentation where possible.

You may, at any time, raise concerns about standards of care with the regulatory body, Care Quality Commission, which Kent Medical Imaging is registered with:

CQC National Customer Service Centre,
Newcastle Upon Tyne,
NE1 4PA.
T: 0300 061 6161.

If you make a criminal complaint against KMI or its employees, we will refer this to the police.

[July 2018]