How to complain about your NHS optician
Opticians are trained to recognise abnormalities and conditions in your eyes like cataracts and glaucoma. They can also prescribe glasses and contact lenses, and refer you for further expert care if you need it.
Firstly, speak to a member of staff involved with the care
It is best to first speak with a member of staff involved with the care.
This means that concerns you have may be sorted quickly and easily.
If you find that staff cannot help you, or you are not comfortable speaking with them you may want to make a formal complaint. You can make a formal complaint with either your optician or NHS England.
Follow your optician's complaints procedure
Each optician will have their own complaints procedure. To find out how to complain at your optician, please ask a member of staff.
Contact the Norfolk and Waveney Integrated Care Board (ICB)
The Norfolk and Waveney Integrated Care Board (ICB) commissions NHS optician services in Norfolk, which means it pays for the service on behalf of the NHS. You can contact them by:
Phone: 01603 598857
Email: [email protected]
Writing: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH
Contact the Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman are the final stage of unresolved complaints in the NHS. Only contact them once you have received your final response to your formal complaint from your Optician or NHS England.
You can contact them by:
Phone – 0345 015 4033
Online – Visit their website here
Please note: as of September 2022 the Parliamentary and Health Service Ombudsman have changed the way they handle complaints about the NHS. In most cases they will now only look into more serious cases. To find out more about this please visit their website: www.ombudsman.org.uk/service-update.
Seek help from The Optical Consumer Complaints Service
The Optical Consumer Complaints Service (OCCS) is an independent and free mediation service for consumers (patients) of optical care and the professionals providing that care. The service is funded by the General Optical Council who regulate opticians, optometrists and dispensing opticians.
Website – www.opticalcomplaints.co.uk/
Phone – 0344 800 5071
Email – [email protected]
