Our Complaints Policy in full

Zack Eye Clinic Ltd. will endeavour to deliver a service whereby the likelihood of complaints being made is very low.  However, if complaints do occur, Zack Eye Clinic Ltd is well placed to address these and implement lessons learned in order to improve the quality of our service provision, in the interests of patients.

This review/analysis mechanism allows Zack Eye Clinic Ltd to identify areas for improvement. Central to Zack Eye Clinic Ltd’s complaints policy is an emphasis on transparency for all parties.

Zack Eye Clinic Ltd. adheres to the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and all local requirements on complaints management.

For the purpose of this policy, a complaint is not a complaint, if it is made orally and is resolved to the complainant’s satisfaction within 24 hours.  A complaint may not refer to a failure to comply with the Freedom of Information Act. Nor may a complaint relate to a subject which has already been dealt with as a complaint and been resolved.

A complaint may be made orally, in writing or electronically.  If it is made orally, a written record will be made of the complaint if 24 hours have elapsed since the complaint was made and if the complaint has not been resolved.  A copy of the written record will be provided to the complainant.

Zack Eye Clinic Ltd. will make information available to the general public about their arrangements for dealing with complaints about NHS services.

Our named complaints manager with overall responsibility for complaints management is Jonathan Cohen.

The complaints manager will ensure:

  • Complaints are dealt with efficiently and are properly investigated.
  • Complainants are treated courteously, fairly, expeditiously, appropriately and are informed of the outcome of the investigation of their complaint.
  • Action is taken in the light of the outcome of the investigation if any is necessary.

Complaints are reported to the commissioner as required by the contract.

A service improvement plan is produced and implemented where appropriate, in accordance with Zack Eye Clinic Ltd’s Quality and Continuous Improvement Policy.

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