Patient Information

Providing feedback regarding our service or making a formal complaint

A complaint is an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing, anyone can make a complaint to us or provide feedback to help us do better in fact we encourage feedback in order to improve our services.

Our policy in Optegra is to resolve formal complaints wherever possible through the simplest possible means and at the level closest to the point of the service being complained about. Optegra is committed to developing a culture of welcoming feedback in the form of compliments, concerns and or suggestions for review.

Optegra recognises that there will be occasions when its actions do not meet the reasonable expectations of patients or visitors, we endeavour to give all feedback proper consideration in a way that is as fair, transparent and reasonable as possible.

To do this our complaints policy

Ensures that the complaints process is flexible and responsive to the needs of individual complainants.
Emphasises the need to communicate effectively with complainants and involve them in the decisions concerning the handling of their complaint.
Complainants are listened to and treated with courtesy and empathy
Complainants are not disadvantaged as a result of making a complaint
Complaints are investigated promptly, thoroughly, honestly and openly
Complainants are kept informed of the progress and outcome of the investigation
Apologies are given as appropriate
Action to rectify the cause of the complaint is identified, implemented and evaluated
Learning from complaints informs service development and improvement
Complaints handling complies with confidentiality and data protection policies and is transparent.
Staff involved in complaints are given support

The process of providing feedback or making a complaint

To provide feedback or make a formal complaint please speak to a member of staff who will seek to resolve your issues or provide you with the correct contact details to make a formal complaint if that is your choice.

Alternatively to provide feedback or make a complaint email

Formal complaints are managed by local hospitals known as local resolution. These should be acknowledged in writing within 2 working days and a full response sent within 20 working days.

If at the end of the process a complainant remains dissatisfied then Optegra have a second stage response known as internal appeal. Stage 2 appeals should be acknowledged within 2 working days of being received by the central team and a full response sent in writing within 20 working days.

If at the end of this process complainants remain dissatisfied with Optegra’s response then the third stage is to seek an independent external review.

Optegra Birmingham – Icare.Birmingham@optegra.com

Optegra Brighton – icare.brighton@optegra.com

Optegra Central London – Icare.london@optegra.com

Optegra Hampshire – Icare.hampshire@optegra.com

Optegra Kent – icare.maidstone@optegra.com

Optegra Manchester – Icare.manchester@optegra.com

Optegra Newcastle – icare.Newcastle@optegra.com

Optegra North London – snb@optegra.com

Optegra Surrey – Icare.surrey@optegra.com

Optegra Uttoxeter – icare.uttoxeter@optegra.com

Optegra Yorkshire (Bradford) – icare.yorkshire@optegra.com

Optegra York – icare.york@optegra.com