Complaints & Feedback
Complaints and Feedback Policy.
Last updated: October 2026
Parallel Imaging Solutions Limited (PIS) is committed to delivering safe, high-quality diagnostic imaging services and maintaining the highest standards of professional care.
We recognise that, occasionally, things may not meet expectations. When this happens, we want to know.
We welcome feedback, concerns and complaints from patients, their representatives, referring healthcare professionals and organisations using our services.
All complaints are treated seriously, handled fairly and used as an opportunity to improve the quality of our services.
1. Our Commitment
PIS is committed to ensuring that:
- Complaints can be raised easily, verbally or in writing.
- Every complaint is acknowledged and appropriately investigated.
- Concerns are handled fairly, objectively and confidentially.
- Complainants are treated with dignity and respect.
- Patients are never disadvantaged for raising a concern.
- Appropriate action is taken where shortcomings are identified.
- Lessons learned are used to improve patient safety and service quality.
Our complaints arrangements are designed to support the requirements of Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
2. Who Can Make a Complaint?
A complaint or concern may be raised by:
- A patient who has received or is due to receive our services.
- A family member, carer or representative acting on a patient's behalf.
- A referring healthcare professional.
- A healthcare organisation or commissioning provider.
- Any other person with a legitimate concern about our services.
Where a complaint is made on behalf of a patient, we may need to obtain the patient's consent or establish another appropriate basis before sharing confidential clinical information.
Anonymous complaints will also be considered wherever sufficient information is available.
3. What Can You Complain About?
You may raise concerns about any aspect of our service, including:
- Appointment arrangements or communication.
- The conduct or professionalism of staff.
- Patient care, dignity or privacy.
- MRI safety or clinical procedures.
- The quality or delivery of diagnostic imaging.
- Delays in radiology reporting.
- Access to images or reports.
- Pricing, invoicing or cancellation charges.
- Information governance or confidentiality.
- Any other aspect of your experience with PIS.
You do not need to know whether something has gone wrong before raising a concern.
4. How to Make a Complaint
Complaints can be made verbally or in writing.
Email:
admin@parallelimaging.co.uk
Telephone: +44 (0)7********
By post:
Parallel Imaging Solutions Limited
36 Bodelwyddan Avenue
Old Colwyn
Colwyn Bay
LL29 9NP
United Kingdom
To help us investigate your complaint, please provide as much relevant information as possible, including:
- Your name and preferred contact details.
- The date and location of the appointment or incident, if applicable.
- A description of your concern.
- The names of any individuals involved, if known.
- What you would like us to do to resolve the matter.
You do not need to provide all of this information to make a complaint.
Please avoid sending detailed medical information by unsecured email unless specifically requested through an appropriate secure communication method.
5. How We Handle Complaints
We aim to resolve concerns promptly and fairly.
Stage 1: Acknowledgement
We aim to acknowledge formal complaints within three working days of receipt.
Where appropriate, we may contact you to clarify the concern, obtain additional information or discuss how you would like the matter resolved.
Stage 2: Investigation
Your complaint will be reviewed by an appropriate member of the PIS management team.
Depending on the nature of the complaint, this may involve:
- Reviewing appointment or administrative records.
- Examining relevant clinical documentation.
- Consulting staff involved in the examination or service.
- Reviewing diagnostic images or reports where clinically appropriate.
- Consulting a reporting radiologist or another suitably qualified professional.
- Reviewing relevant policies, procedures or contractual arrangements.
- Identifying any immediate patient safety concerns.
Where a complaint concerns an individual member of staff, that person will be given an appropriate opportunity to provide their account.
Stage 3: Response and Resolution
We aim to provide a full written response within 20 working days, wherever reasonably practicable.
If a complaint is complex or requires additional clinical investigation, we may need more time.
If this happens, we will explain the reason for the delay and provide an updated anticipated response date.
Our response will normally explain:
- The concerns investigated.
- The findings of our investigation.
- Whether the complaint has been upheld, partially upheld or not upheld.
- Any corrective action proposed or already taken.
- Any learning or service improvements identified.
- What to do if you remain dissatisfied.
Where appropriate, we will apologise and explain the steps we are taking to put matters right.
6. If You Remain Dissatisfied
If you are unhappy with the outcome of your complaint, you may request a further review.
We ask that you explain which aspects of the response you remain dissatisfied with and why.
Where practicable, this review will be undertaken by a senior person who was not directly responsible for the original investigation.
We aim to acknowledge requests for review within three working days and agree a reasonable timeframe for providing a further response.
Where appropriate, we will also explain any available independent complaints review or external escalation arrangements.
7. Independent Advice and Regulatory Concerns
PIS is regulated by the Care Quality Commission (CQC) in relation to its registered regulated activities in England.
The CQC welcomes information about concerns relating to regulated healthcare services.
Although the CQC does not ordinarily investigate or resolve individual complaints on a patient's behalf, information shared with it may help inform its regulatory activity.
Care Quality Commission
Website:
www.cqc.org.uk
Telephone: 03000 616161
For privately funded healthcare, independent complaints adjudication may be available through an applicable independent complaints scheme, subject to the provider's membership and the scheme's eligibility requirements.
Where an independent review arrangement applies to the service concerned, PIS will provide the relevant details.
For NHS-funded care delivered through PIS, the applicable NHS complaints and ombudsman arrangements may differ.
We will explain the appropriate escalation route according to the service and circumstances.
8. Complaints Involving Other Healthcare Providers
Some PIS services involve collaboration with other healthcare organisations, scanner providers, reporting radiologists or independent clinicians.
Where a complaint involves more than one organisation, we will work with the relevant provider where appropriate to establish responsibility and investigate the concerns.
We will not unnecessarily redirect a complainant between organisations.
Where another organisation is responsible for investigating a particular issue, we will explain this and, where appropriate and permitted, assist with communication.
9. Patient Safety and Duty of Candour
Patient safety is central to our complaints process.
Where a complaint identifies a potential clinical risk, safeguarding concern or patient safety incident, we will take appropriate action without waiting for the routine complaints process to conclude.
Where the statutory duty of candour applies, we will act openly and transparently, provide the required information and notifications, and offer an appropriate apology.
Complaints involving potential professional misconduct or serious safety concerns may be referred to the relevant regulatory or safeguarding authority where appropriate.
10. Confidentiality and Data Protection
Information provided as part of a complaint will be handled confidentially and in accordance with our Privacy Notice and applicable data protection legislation.
Information will only be shared with individuals or organisations where there is an appropriate reason to do so.
Complaint records will be maintained securely and retained in accordance with our records management and retention procedures.
11. Learning from Complaints
We believe complaints and feedback provide valuable opportunities to improve our services.
PIS reviews complaints and concerns to identify:
- Recurring themes or trends.
- Opportunities to improve communication.
- Clinical quality or safety concerns.
- Training and development needs.
- Improvements to policies or procedures.
- Opportunities to strengthen the patient experience.
Where improvements are identified, we will implement and monitor appropriate actions.
12. Compliments, Patient Experience and General Feedback
We welcome feedback from patients, referring healthcare professionals and organisations using our services. Feedback helps us understand what we do well and identify opportunities to improve.
As part of our ongoing quality assurance and clinical governance arrangements, PIS may periodically invite patients to complete a short patient experience survey following their examination.
Patients can access these surveys by scanning a QR code displayed at our scanning facilities, allowing them to provide feedback electronically using their own device.
Participation is entirely voluntary and will not affect the care or services patients receive.
Feedback may cover areas such as:
- Appointment arrangements and booking experience.
- Communication before and during the examination.
- Staff professionalism, courtesy and helpfulness.
- Patient dignity, privacy and comfort.
- Cleanliness and the scanning environment.
- Overall satisfaction with the service.
- Suggestions for improvement.
The PIS will review survey responses periodically to identify trends, monitor patient satisfaction, and support continuous service improvement.
Patients may be offered the option to provide their contact details if they would like a member of the PIS management team to contact them about their experience.
Where feedback identifies a concern requiring investigation, this will be managed in accordance with our complaints procedures.
Survey information will be handled in accordance with our Privacy Notice and applicable data protection legislation.
We also welcome compliments and suggestions at any time through our usual contact channels.
13. Changes to This Policy
We may update this policy from time to time to reflect changes in our services, regulatory requirements or complaints arrangements.
The latest version will be available on our website.
Parallel Imaging Solutions Limited
Company No. 13579212
36 Bodelwyddan Avenue
Old Colwyn
Colwyn Bay
LL29 9NP