Solving Your Concerns- Patient Information Leaflet

 

Vale Eye Surgeons eye clinic is committed to continually improving its services. We want to provide efficient service to all our patients and we think there is no better way to do it but by listening to them. 

We value your comments, suggestions, concerns and complaints as they can help us to 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 of getting your concerns solved is to speak directly with a member of the 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 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.

You can make your complaint by telephone or email, if you prefer, you can send us a letter. Please note that normally all complaints should be made within 12 months of the event concerned in the complaint and be related to care you have received at Vale Eye Surgeon Clinic. 

You can write directly to us: 

Vale Eye Surgeons ltd

10 High Street

Cowbridge

CF71 7AG 

 

 

Call us on:  07979825075

Or send an email to:  info@valeeyesurgeons.com

 

Once we receive your compliant, 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. You can also notify Health Inspectorate Wales regarding a complaint made to the Vale Eye Surgeons. 

All Vale Eye Surgeons’ staff are committed to resolving issues that are raised as quickly as possible. We aim to answer all complaints within 4 weeks of their receipt. 

 

Useful contact details:

Health Inspectorate Wales

Phone number: 03000628163 

Email: hiw@gov.wales