ComplaintsPOLICY

Vale Eye Surgeons clinic is committed to continually improving its services. We aim to provide efficient service to all our patients, and we believe the best way to achieve this is by listening to them.

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We value your comments, suggestions, concerns, and complaints as they can help us improve the quality of service we provide to you. Your comments will not affect the care you receive at Vale Eye Surgeons (VES) clinic. We want to make every patient comfortable in our ability to deliver personalised and high-quality eye care.

The first step

The best and quickest way to resolve your concerns is to speak directly with a member of Vale Eye Surgeons at the time, or as soon as possible regarding your issue. All VES staff promise to do their best to resolve the matter effectively and agree on a way forward with you.

Making a complaint

A complaint can be made by a patient or, with their consent, by someone acting on their behalf. It is important to remember that if someone else is making a complaint on your behalf, the company cannot include any clinical information in a response without the patient’s consent.

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You can make your complaint by telephone or email, or if you prefer, you can send us a letter.

Please note that all complaints should normally be made within 12 months of the event in question and relate to care received at Vale Eye Surgeons clinic.

Call us on: 07979825075

Send an email to: info@valeeyesurgeons.com
Write directly to us:
 

Vale Eye Surgeons ltd

10A High Street

Cowbridge

CF71 7AG

No matter how you get in touch all your complaints and suggestions will be listened to and addressed.

What happens to your complaint or suggestion?

Once we receive your complaint, a responsible officer will contact you to discuss how best to resolve the issues you have raised with us. This could be via a letter of explanation or by setting up a meeting. Our aim is to work with you until you are satisfied that we have answered your complaint effectively and honestly. All Vale Eye Surgeons staff are committed to resolving issues as quickly as possible. We aim to answer all complaints within 4 weeks of their receipt.

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You can also notify Healthcare Inspectorate Wales regarding a complaint made to Vale Eye Surgeons. They will not be able to investigate your complaint but will review Vale Eye Surgeons clinic to ensure we meet our obligations for delivering the best patient care.

Useful contact details:

Healthcare Inspectorate Wales

Address: Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ

Phone number: 03000628163

Email: hiw@gov.wales