Policy Statement

All concerns and complaints will be treated seriously and investigated promptly in accordance with the procedures outlined in this Policy. Staff will receive training in dealing with concerns and complaints and will ensure that all persons have access to guidance on the procedures for raising a concern or making a complaint.

EuroEyes is committed to ensuring that no-one is prevented from highlighting concerns or complaints. We will ensure that all lessons learned from feedback are used as a means of improving the quality of care and services provided.

Any recommendations made as a result of feedback, will be shared in order that changes can be considered business wide and implemented where appropriate. EuroEyes recognises its legal responsibility to respond appropriately and effectively to complaints (e.g., through the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014).

How to Submit Feedback

Compliments and concerns can be given verbally or in writing to all staff or submitted to the Registered Manager Veranika Kulikouskaya by email at veranika@lec-london.uk.

Complaints must be submitted in writing via email to the Registered Manager Veranika Kulikouskaya at veranika@lec-london.uk or by sending a letter addressed to the Registered Manager. This is to ensure clarity of the full and specific details of the complaint. Where the complainant is unable to submit a complaint in writing, they should raise the complaint with the Registered Manager by phone, who will then record the complaint. Comments on social media websites will not normally be deemed to be formal complaints unless submitted in writing via one of the means outlined above.