Ready to listen, ready to learn…

At Kent Medical Ultrasound we aim to provide the best possible care to our patients.

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.

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.

How to Raise a Concern 

• Immediate Concerns: If issues arise during your visit, please address them with any available staff member, such as a monographer or receptionist. 

• Formal Complaints: For formal complaints or serious concerns, please write to us at: 

• Email: management@kentmedicalultrasound.co.uk 

• Address: Kent Medical Ultrasound Ltd, Suite 5, 50 Churchill Square, Kings Hill, West Malling, Kent, ME19 4YU. 

• Include your contact information, details of the complaint, names, dates, and your desired resolution. 

Response to Complaints 

• We will acknowledge your complaint within 2 working days and aim to provide a full response within 20 working days. If this timeline is not feasible, you will receive a holding letter explaining the delay. 

Independent Review 

• If you are dissatisfied with our response, you may seek an independent review by contacting the Independent Sector Complaints Adjudication Service. 

Regulatory Concerns 

• You may also raise concerns about care standards with the Care Quality Commission, with which KMU is registered. 

We are committed to addressing all concerns fairly and promptly, and your care will not be compromised for raising a complaint. This feedback is crucial for us to improve our services.