We aim to provide a customer centred approach to managing and resolving complaints to which patients have access, to ensure that guidelines are followed to consistently and effectively manage complaints, to positively welcome and respond to feedback and develop action plans to continually develop and enhance the service we provide.
The purpose of the complaints procedure is to deal with any complaints in relation to any matter reasonably connected with the provision of services and care to private and self pay non NHS patients at any of CES Medical Ltd’s locations.

1.1 Who should know this policy?

All staff.

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1.2 Responsibilities

The Complaints Manager at CES Medical Ltd, Miss Katie Turkiewicz, is responsible for managing complaints. It is the responsibility of the Complaints Manager to ensure that all staff have read and comply with the policy. It is the responsibility of all staff to ensure that they adhere to this policy and with any guidelines subsequently produced by the practice.

If the complaint is purely clinical in nature, the relevant optometrist/ophthalmologist will be involved in handling the complaint with the Complaints Manager, as appropriate. They may seek the advice of a corresponding professional organisation such as the Association of Optometrists or the College of Optometrists and Royal College of Ophthalmologists.