Stephen J Manton B.Sc.(Hons.), F.C.Optom.

PRACTICE COMPLAINTS PROCEDURE

It is the aim of this practice to ensure that you are entirely happy with the services and goods you have obtained. In support of this I operate a complaints procedure which adheres to nationally agreed criteria. This practice undertakes to give you the highest standard of service, and to deal quickly with any problems which might arise.

If you have a complaint or concern about the service you have received from this practice, please let us know.

I hope that most problems can be sorted out easily and quickly, often at the time they arise. If your problem cannot be sorted out in this way and you wish to make a complaint, I would like you to let me know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let me have details of your complaint:

a) within 6 months of the incident that caused the problem; or

b) within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to,  Mr.S.J.Manton. Alternatively you may ask for an appointment with me in order to discuss your complaint. I will ensure that your concerns are dealt with promptly.

I will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with me. I will then be in a position to offer you an explanation, or a meeting with me or my staff. When I look into your complaint, I shall aim to:

a) find out what happened and what went wrong:

b) make it possible for you to discuss the problem, if you would like this:

c) make sure you receive an apology where this is appropriate:

d) identify what I can do to make sure the problem does not happen again.

Please note that I keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, I have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable( because of physical or mental illness) of providing this.

I hope that if you have a problem, you will use our practice complaints procedure. I believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our service.

This does not affect your right to approach the General Optical Council (for non-NHS patients) or Coventry Primary Care Trust (for NHS patients), if you feel you cannot raise your complaint with me or you are dissatisfied with the result of my investigation.