We are committed to providing the highest standard of care. If you have a concern or complaint, we want to hear from you.
At Vale Eye Surgeons, we take all complaints seriously. We view feedback - including complaints - as an opportunity to learn and improve. We are committed to resolving concerns promptly, fairly, and transparently.
If you are unhappy with any aspect of your care or experience, we encourage you to raise it as soon as possible so we can address it. You can contact us in the following ways:
We will acknowledge your complaint within 2 working days of receipt.
Your complaint will be investigated thoroughly by the appropriate clinical lead. We may contact you for additional details.
We aim to provide a full written response within 20 working days. If we need more time, we will let you know and explain why.
If you feel your complaint has not been resolved satisfactorily, you have the right to escalate your concern to:
The independent regulator of healthcare in Wales. HIW can investigate complaints about independent healthcare providers.