Complaints Procedure

Complaints Procedure

At Rawlings Opticians & Hearing Care, we are committed to providing high-quality care and service. While we aim to minimise complaints, we recognise the importance of listening to concerns and using them as opportunities for continuous improvement.

We follow the Local Authority Social Services and NHS Complaints (England) Regulations 2009, the NHS Complaints Policy 2017, and all relevant local requirements to manage complaints professionally and fairly.

Our Commitment

All complaints are taken seriously and handled in a transparent and respectful manner.

We review each complaint to identify areas where we can improve our services.

A formal review and service improvement process ensures any necessary action is taken to address concerns.

Definition of a Complaint

A complaint may be made verbally, in writing, or electronically. However:

If a verbal complaint is resolved within 72 hours, it is not classified as a formal complaint.

Complaints cannot relate to Freedom of Information Act issues or matters that have already been resolved previously.

If a verbal complaint is not resolved within 72 hours, we will create a written record and provide a copy to the complainant.

How to Make a Complaint

You can make a complaint by speaking to a member of our team in practice, contacting us via email at the practice email address (available on our website), phoning or writing to the practice.

In the first instance, the Practice Manager will attend to your complaint. However, if you are dissatisfied with the outcome, you can write to us at our registered office or by email at info@rawlingsopticians.co.uk. We will ensure your concern is passed to our Complaints Manager.

Our Complaints Process

Acknowledgement

• We will acknowledge your complaint within 3 working days of receiving it.

Initial Discussion

• We will offer to discuss how and when we will investigate your complaint. If you do not wish to engage in this discussion, we will confirm the expected response timeframe in writing.

Investigation and Response

• We will keep you informed throughout the process and aim to provide a full written response within 28 working days where possible.

Resolution Timeframe

• We aim to resolve all complaints within six months. If it takes longer, we will explain why and keep you updated.

Outcome and Next Steps

After the investigation, we will confirm:

• Our findings
• Any actions taken

Reporting and record-keeping

• All complaints are recorded, including their subject, outcome, and response times.
• Complaints are reported to our service commissioners when required by contract.
• Findings contribute to annual reporting and are reviewed for service improvement.

When a Complaint Becomes a Serious Incident

• If a complaint involves harm or significant risk to a patient, it will be escalated under our Serious Incident Policy.

Need More Information?

• If you would like more information about how we handle NHS complaints, please speak to a member of staff or contact our Complaints Manager directly.