Comments, Concerns & Complaints

At Midlands Eye Care, we aim to provide first-class eyecare for the local community in a safe, comfortable and welcoming environment.

Despite our efforts to ensure that every patient has a positive experience, there will be occasions when patients or visitors may be unhappy with some aspect of their care or the environment.

The information below explains how we will deal with any concerns or complaints you may wish to raise.

In the first instance, if you are unhappy with any aspect of your care, however small, please speak to any member of our staff and we will endeavour to put things right straightaway. If this cannot be done or you remain dissatisfied, our Clinic Manager will be happy to speak or meet with you to resolve your concerns.

There may be occasions when you wish to express your concerns/complaints in writing. Written complaints should be directed to:

The Clinic Manager
Midlands Eye Care
59 New Street
Burton on Trent
DE14 3QY

Your letter will be acknowledged in writing within three working days of receipt and an investigation will begin into your complaint. All complaints are taken seriously and are handled openly and honestly in a bid to be fair to all concerned and to conclude matters to the satisfaction of all parties as soon as possible.

You will receive our response within 20 working days. If our investigations take longer, we will keep you informed. We always try to learn from a complaint and, if appropriate, will adjust our working practices to avoid similar complaints arising.

If you are not satisfied with our response, you may take this up with our Clinic Manager, who will either try further to explain our response or, in some circumstances, will arrange an appointment for you to meet with those involved in your care in an attempt to reach a satisfactory conclusion. It is always our intention to resolve complaints but, if you remain dissatisfied, then you may write to the Chairperson, Association of Health Professions in Ophthalmology, the charity that owns Midlands Eye Care.

The Chairperson
Association of Health Professions in Ophthalmology
59 New Street
Burton on Trent
DE14 3QY

The paragraphs above outline our local process for responding to concerns and complaints. The paragraphs below outline the process to follow if, having exhausted the process above, you continue to remain dissatisfied with the way in which Midlands Eye Care or the Association of Health Professions in Ophthalmology have handled your concerns/complaint.


If you are a patient receiving care as an NHS patient

If the NHS has funded your care at a Midland Eye, it is responsible for the quality of this care. So, if you are not happy about the care and treatment you have received, you may make a complaint to either ourselves as outlined above, or to your local Clinical Commissioning Group. We will work together to resolve your complaint. Midland Eye will provide the relevant address on request.

Once you have exhausted Midlands Eye Care’s local process and you continue to remain dissatisfied with how your concern/complaint has been handled, you are entitled to raise your concerns with the Health Service Ombudsman who can be contacted in the following ways:

Writing to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Midlands Eye Care is also regulated by the Care Quality Commission which monitors compliance with the Health and Social Care Act 2008. The Commission can be contacted via their website at www.cqc.org.uk or at:

The Care Quality Commission
Citygate, Gallowgate
Newcastle upon Tyne
NE1 4PA

We hope that you find this information helpful. Should you have any questions or comments in relation to how your concern/complaint is dealt with, then please do not hesitate to contact our Clinic Manager.