Complaints Policy

1. Introduction

We are committed to delivering the highest standards of care. We recognise that sometimes patients, their carers or representatives may have concerns or complaints about the services provided. This policy outlines our procedure for handling complaints in line with SC16 of the NHS Standard Contract, the Fundamental Standards of Care, and NHS Complaint Standards.

This Complaints Policy ensures that all complaints are handled efficiently, transparently, and in line with NHS standards. Our commitment to learning from complaints drives continuous improvement in patient care and service quality.

2. Definitions

      2.1. Complaint:
A complaint refers to any communication involving our services that requires an investigation and formal response.
     2.2. Harm (in accordance with the CQC)
Moderate harm
Harm that requires a moderate increase in treatment and significant, but not permanent, harm.
Severe harm
A permanent lessening of bodily, sensory, motor, physiologic or intellectual functions, including removal of the wrong limb or organ or brain damage, that is related directly to the incident and not related to the natural course of the service user’s illness or underlying condition. Moderate increase in treatment, n unplanned return to surgery, an unplanned readmission, a prolonged episode of care, extra time in hospital or as an outpatient, cancelling of treatment, or transfer to another treatment area (such as intensive care)
Prolonged pain
Pain which a service user has experienced, or is likely to experience, for a continuous period of at least 28 days.
Prolonged psychological harm
Psychological harm which a service user has experienced, or is likely to experience, for a continuous period of at least 28 days.

3. CQC Regulation 16

The CQC’s regulation 16 is a non-negotiable regulation to which all medical care providers are subject. Regulation 16 provides a guarantee that any patient should be able to lodge a complaint (directly or via assistance) to their care provider without fear of recrimination or inaction.

Additionally, providers must keep an accessible record of all complaints logged for CQC review at any point.

The full text of regulation 16 is included below for the avoidance of doubt and for clarity.

“1. Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation.
2. The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users and other persons in relation to the carrying on of the regulated activity.
3. The registered person must provide to the Commission, when requested to do so and by no later than 28 days beginning on the day after receipt of the request, a summary of—
• complaints made under such complaints system,
• responses made by the registered person to such complaints and any further correspondence with the complainants in relation to such complaints, and
• any other relevant information in relation to such complaints as the Commission may request.”

4. Objectives

• To provide a clear, accessible, and effective complaints procedure for patients, carers, and the public.
• To handle complaints in a transparent, fair, and timely manner.
• To promote a culture of learning from complaints to improve the quality of our services.

5. Scope

This policy applies to all service users, carers, and representatives of Myer Yodaiken Ltd, as well as any member of the public wishing to raise a concern about the care or services provided. It also applies to all staff, including permanent and temporary employees, contractors, and volunteers.

This policy covers all aspects of our complaint handling process, including the definition of a complaint, the process (see: Process) for handling complaints, timescales for resolution, communication channels, special arrangements for vulnerable patients, and steps to protect patient safety and to ensure the provision, maintenance and bolstering of the quality of care which must come first.
Complaints apply to much more than service users: complaints can also come internally in the form of grievances or, in the presence of serious breaches, can fall under the scope of whistleblowing or “freedom to speak up”.

6. Legal and Regulatory Framework

Our complaints procedure complies with:

• The NHS Complaint Standards
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 (Fundamental Standards)
• The NHS Constitution
• The Parliamentary and Health Service Ombudsman’s Principles for Remedy

7. How to Make a Complaint

• Informal Complaints: We encourage patients and their carers to raise concerns informally with a staff member or manager as soon as possible. Many issues can be resolved quickly at this stage.
• Formal Complaints: If an issue cannot be resolved informally or if the individual prefers to make a formal complaint, they can do so by contacting the organisation in writing, via email, telephone, or in person. Complaints can also be made on behalf of a patient by a carer or representative.

Contact Information:
ARMD CLINIC DRY EYES CLINIC
Email: Info@armdclinic.co.uk
Tel: 0161 740 8447
Post :ARMD Clinic
Newbury Place Health Centre
55 Rigby Street
Salford
M7 4NX

DRY EYES CLINIC
Email:Info@dryeyesclinic.co.uk
Tel: 03333 444 977
Post :Dry Eyes Clinic
Newbury Place Health Centre
55 Rigby Street
Salford
M7 4NX

GENERAL
Email: Eyeoffice@gmail.com
Tel: 0161 740 8447
Post: Myer Yodaiken Ltd
Newbury Place Health Centre
55 Rigby Street
Salford
M7 4NX

8. Information for Service Users

We ensure that clear and comprehensive information is readily available to patients, carers, and the public on how to make a complaint. This information is:
• Displayed Prominently: Information is prominently displayed on the website and in the clinic.
• Accessible: Information is available in formats accessible to all service users, including those with disabilities or language barriers.
• Included in Correspondence: Information on how to make a complaint is included in patient discharge or follow-up documents.

This information informs service users of:

• Their legal rights, including the right to have complaints handled efficiently and investigated thoroughly.
• How to access independent support to help them make a complaint, such as advocacy services or independent complaints advocacy services (ICAS).

9. Non-Discrimination and Reasonable Assistance

We will ensure that complainants (or their representatives) are not deterred from lodging complaints and will provide reasonable assistance to those who may require help due to language barriers or disabilities. This may include reasonable adjustments to format of correspondence, meeting requirements or more and must be examined on a case-by-case basis and agreed by the relevant parties at Myer Yodaiken Ltd, along with the complainant (or their representative).

10. Complaints Procedure Principles

We will adhere to the following principles when dealing with complaints:

a. Promote a positive reception to complaints to learn from errors and improve.

b. Actively seek feedback from complainants.

c. Conduct thorough and fair investigations.

d. Provide fair and accountable decisions.

e. Maintain a customer- focused approach, avoiding jargon or technical language.

1. Acknowledgement: All complaints will be acknowledged in writing within 3 working days of receipt.
2. Confidentiality: All details relating to the complaint and its investigation will be kept confidential. Records can be disclosed to complainants if necessary but a thorough redaction policy must be applied where unredacted materials can cause patient or staff vulnerability.
3. Consent to Disclosure: We will obtain formal written consent from patients if a complaint is being made on their behalf or if disclosing confidential information is necessary for the investigation. Associated forms to confirm written consent must be retained as part of the procedure.
4. Investigation: The complaint will be thoroughly investigated with all relevant information gathered, including statements from staff and, where appropriate, the patient. Timelines for proposed resolution will be provided to the complainant, for clarity.
5. On Hold: Outstanding amounts due from complainants will be put on hold during the complaints process.
6. Response: We aim to respond in full to complaints within 20 working days of the complaint being received. If the investigation takes longer, the complainant will be kept informed of progress and provided with an estimated date for the final response.
7. Outcome: Upon completion, we will provide a single, full, written response to the complaint, including a summary of the investigation, findings, actions taken to resolve the issue, and any changes made to prevent recurrence. The response will also provide information on how to escalate the complaint if the individual is not satisfied with the outcome.
8. Escalation: If the complainant is not satisfied with the outcome, they will be informed of their right to escalate their complaint.

1. NHS patients can take their complaint to the Health Service Ombudsman for further investigation.

Contact Information:
• Website: https://www.ombudsman.org.uk
• Phone: 0345 015 4033
The Ombudsman is an independent body responsible for reviewing complaints that have not been resolved at the local level and ensuring that NHS organisations comply with standards of good service.

2. All other patients can escalate their complaints to MEDSU, our independent complaints management service.
All documents will be handed over to HSO/MEDSU to allow a fair, open and transparent review of the complaint. Formal written confirmation of escalation will be provided to the complainant (where adjustments for complainant or their representative/s are not required) to confirm that the complaint has been escalated, along with a new timeline for expected resolution.

11. Independent Support and Adjudication

Patients and their representatives are informed of the availability of independent support to assist them in making complaints, including advocacy services. Details of local Independent Complaints Advocacy Services (ICAS) or other advocacy organisations are made available to service users.

At Stage two, we will offer independent adjudication. Clients must provide a summary of outstanding matters, and an Independent Adjudicator will be appointed to review the case. The independent review will offer a final closing judgment on the matter and both client and complainant must show agreement that the final adjudication will be accepted.

We may award goodwill payments and recommend apologies and changes in practice, based on the adjudication decision.

12. Alternative Dispute Resolution:
We will offer mediation as an alternative dispute resolution method for complaints where both parties cannot come to resolution.

13. Learning from Complaints

• Monitoring: All complaints are logged and monitored to identify trends and areas for improvement. This information is regularly reviewed by the senior management team.

• Improvement Plans: Action plans are created following the investigation of significant complaints to address any shortcomings in service. Learning is shared with staff through training, team meetings, and internal communications to ensure that improvements are implemented.

14. Staff Training and Support

• Training: All staff members are to be trained in handling complaints as part of their induction and through ongoing training. This ensures they are aware of the complaints process and can provide appropriate support to patients wishing to raise concerns.
• Support for Staff: Staff members who are the subject of complaints are to be provided with support during the investigation process. We promote a no-blame culture where complaints are seen as opportunities for learning and improvement.

15. Review and Audit

This policy will be reviewed annually or sooner if there are significant changes to legislation, guidance, or practice. Audits of the complaints process will be carried out regularly to ensure compliance with NHS Complaint Standards and the Fundamental Standards of Care.

Next review: 13 July 2026