Complaints should be raised within 3 months of the scan being performed, or event or of becoming aware of the concern. We may consider complaints that are made after this time frame, where there is a good reason for the delay and where it is still possible to investigate the matter effectively and fairly. Complaints will be investigated thoroughly, and action will be taken where failures are found.

Universal Ultrasound Diagnostics is committed to providing a high-quality service. Patients are our priority. Patients’ opinions matter to us, their voices will be listened to and their concerns will be addressed. When our patients have had a good or bad experience with the services we provide, we need to know about this so that we can continuously improve our service provision for the population we serve.

To attain this and exceed patient expectations, Universal Ultrasound Diagnostics will:

• Encourage observations, suggestions, complaints and comments and these will be acted upon as a means of continual improvement.
• Ensure staff accept complaints and comments in a professional manner and without apportioning blame.
• Acknowledge and formally thank patients, their families and visitors for any comments, compliments, observations and suggestions.
• Ensure impartial investigations and prompt response to complaints within the organisation’s response turnaround time frame.
• By being honest and open and accepting responsibilities when things go wrong.
• Rebuild relationships by repairing any damages caused and putting right anything that has gone wrong.
• Ensure the systems and processes are user-friendly for raising complaints

Complaints regarding Universal Ultrasound Diagnostics’ services can be made in writing or verbally and this can be done by calling the number below or writing a letter to

Registered Manager

Universal Ultrasound Diagnostics Ltd

10C The Green

Kings Norton

Birmingham

B38 8SD

Email the Registered Manager - admin@ultrasounddiagnostic.co.uk

Telephone: 0121 392 3112

or meet face-to-face with the Registered Manager at the above address on a date and time that is convenient for both parties.

We will acknowledge your complaints in writing within 48 hours (2 working days) of us receiving the complaint and this will give details of the next steps to be taken.

First Published: 13th August 2022

Second Update: 14th January 2025

Third Update: 25th June 2026