Feedback and complaints

Tell us how we did

A compliment, a suggestion or a complaint: we want to hear it. Telling us about a problem will never affect your care.

How to tell us

• In person, to any member of staff at your appointment. Many things can be sorted out on the spot.
• By phone, on 020 3198 7001.
• In writing, to Enfield Eye Service, Lincoln Road Medical Practice, Lincoln Road, Enfield EN1 1LJ, or through our contact form.

Tell us what happened, when, and what you would like us to do. If you are complaining on behalf of someone else, we will need their permission before we can discuss their care with you.

What happens next

1. We acknowledge your complaint within three working days and tell you who is looking into it.
2. We agree with you how it will be investigated and how long it should take. Most complaints are answered within 25 working days. If it will take longer, we tell you why.
3. We write to you with what we found, what we have done about it and, where we got something wrong, an apology.

We follow the NHS complaints procedure set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Complaints are usually accepted within twelve months of the event, or of you becoming aware of it.

Help with making a complaint

Free, independent NHS complaints advocacy is available to anyone making a complaint about NHS care. Ask us for the details of the advocacy service that covers Enfield, or ask your council. You can also complain directly to the organisation that commissions our service, North Central London Integrated Care Board, instead of to us. We can give you their contact details.

If you are not satisfied with our answer

You can ask the Parliamentary and Health Service Ombudsman to look at your complaint independently. The Ombudsman is free to use. Call 0345 015 4033 or visit ombudsman.org.uk. The Ombudsman will normally expect you to have completed our complaints process first.

The Care Quality Commission

The Care Quality Commission regulates us. It does not investigate individual complaints, but it wants to hear about your experience of our service, good or bad, and uses it when it inspects us. Call 03000 616161 or visit cqc.org.uk/give-feedback-on-care.

Compliments

If a member of our team did well, tell us. We pass compliments on to the person named, and it makes their week.