How to Make a Comment, Suggestion or Complaint
Feedback
We welcome feedback about our services. If you wish to provide feedback about our service or would like to suggest an improvement please contact Dr Sarah Slade at the practice, in person, writing or telephone
Complaints
If you have a complaint or concern about the service which you have received from any of our practitioners or staff, please let us know. We operate our own complaints procedure as part of the NHS system for dealing with complaints.
There are two ways in which you can make your comment or complaint:
· By writing to: Dr Sarah Slade at Eyecare Matters, 15 Low Lane, Birstall, WF17 9EW
· By making an appointment to discuss your concerns with us. Please telephone or visit the practice and we will be happy to arrange this.
Whether you prefer to put your complaint in writing or to explain in person, it will help us if you can be as specific as possible about the issues which concern you.
We will need to know:
· What happened
· When it happened and
· Why you are dissatisfied
Your concerns will be dealt with promptly. We will acknowledge your complaint within two working days and look into your complaint as soon as possible.
We aim to:
· Find out what happened
· Offer you the opportunity to discuss the problem with those concerned, if you would like this.
· Make sure you receive an apology where that is appropriate.
· Identify what we can do to ensure that the problem does not happen again.
We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that
You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf of someone else, we need to know that you have his or her permission to do so. A note signed by the person concerned will be required, unless they are unable to provide this, for example because of illness.
We hope that most problems can be sorted quickly and easily, often at the time they arise and with the person concerned. If your concerns cannot be resolved in this manner and you wish to take matters further, we would like you to let us know as soon as possible. Ideally you should do this within a matter of days or at the most a few weeks, because this will enable us to establish what happens more easily.
If it is not possible to do this, please let us have details of your complaint:
If you wait longer than this to tell us about your complaint, we may still be able to investigate your concerns, but we will also have the option of not taking the matter any further.
We hope that we will be able to resolve most problems within the practice as we believe that this will give us the best chance of putting right whatever has gone wrong, together with an opportunity to improve the service we offer to all our patients.
You may wish to contact NHS England directly by telephone 0300 3112233 or email [email protected]
If your complaint relates to private rather than NHS services, you may instead seek advice from the optical consumer complaints service (OCCS)
The Secretary
OCCS
6 Market Square
Bishops Stortford
Hertfordshire
CM23 3UZ
Telephone 0844 800 5071
We welcome feedback about our services. If you wish to provide feedback about our service or would like to suggest an improvement please contact Dr Sarah Slade at the practice, in person, writing or telephone
Complaints
If you have a complaint or concern about the service which you have received from any of our practitioners or staff, please let us know. We operate our own complaints procedure as part of the NHS system for dealing with complaints.
There are two ways in which you can make your comment or complaint:
· By writing to: Dr Sarah Slade at Eyecare Matters, 15 Low Lane, Birstall, WF17 9EW
· By making an appointment to discuss your concerns with us. Please telephone or visit the practice and we will be happy to arrange this.
Whether you prefer to put your complaint in writing or to explain in person, it will help us if you can be as specific as possible about the issues which concern you.
We will need to know:
· What happened
· When it happened and
· Why you are dissatisfied
Your concerns will be dealt with promptly. We will acknowledge your complaint within two working days and look into your complaint as soon as possible.
We aim to:
· Find out what happened
· Offer you the opportunity to discuss the problem with those concerned, if you would like this.
· Make sure you receive an apology where that is appropriate.
· Identify what we can do to ensure that the problem does not happen again.
We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that
You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf of someone else, we need to know that you have his or her permission to do so. A note signed by the person concerned will be required, unless they are unable to provide this, for example because of illness.
We hope that most problems can be sorted quickly and easily, often at the time they arise and with the person concerned. If your concerns cannot be resolved in this manner and you wish to take matters further, we would like you to let us know as soon as possible. Ideally you should do this within a matter of days or at the most a few weeks, because this will enable us to establish what happens more easily.
If it is not possible to do this, please let us have details of your complaint:
- Within 6 months of the incident which caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
If you wait longer than this to tell us about your complaint, we may still be able to investigate your concerns, but we will also have the option of not taking the matter any further.
We hope that we will be able to resolve most problems within the practice as we believe that this will give us the best chance of putting right whatever has gone wrong, together with an opportunity to improve the service we offer to all our patients.
You may wish to contact NHS England directly by telephone 0300 3112233 or email [email protected]
If your complaint relates to private rather than NHS services, you may instead seek advice from the optical consumer complaints service (OCCS)
The Secretary
OCCS
6 Market Square
Bishops Stortford
Hertfordshire
CM23 3UZ
Telephone 0844 800 5071