Complaints

Help us to look after you

Your care is very important to us but occasionally, regrettably we do fall short.
We strive to provide the best possible service but if there is anything we can do better, we would like to know. This is because it gives us a chance to make things right for you and we can improve the experience for future patients.
If you have a concern or a complaint, we will take it seriously and will deal with it professionally, impartially and confidentially. Whatever you want to say, your opinions and comments are important to us – good or bad.

If you need to raise a concern or make a complaint

The Vison Scotland patient care team are dedicated to making sure every aspect of your care is stress-free. If you are unhappy with any aspect of our care or facilities, we would encourage you to speak to our patient care team. In most cases, they will be able to resolve your concerns.
If you still feel it is necessary to make a complaint, please follow the steps below. We will investigate the situation so that we can explain, apologise and take all steps needed to resolve the issue. Please tell us as soon as the problem arises so we can address it immediately and before it causes you any additional stress or worry.

The complaints process

1. Submit your complaint by emailing our customer relations team at Info@visionscotland.com
   Please include the follow information: Hospital you were treated in, date on which you had reason to complain, name of consultant / staff member who was caring for you, type of treatment you received, details of your complaint.
2. You can also write to Vision Scotland Customer Relations team:
   64 Fountainhall Road,
   The Grange, Edinburgh,
   EH9 2LP
   You will receive an acknowledgement of your complaint within 48 hours.
3. Within 72 hours you will receive a call from a member of the senior management team who will coordinate a response to your feedback in order to make sure that all concerns are addressed.
4. The senior management representative will liaise with all necessary parties on your behalf – consultants, patient care team and / or hospital staff to ensure your complaint is dealt with promptly.
5. Expect ongoing communications with our team until your complaint is resolved to your satisfaction.
6. We will reply in full as promptly as we can – usually within 20 working days. Only in complex cases would we expect a complaint to take longer to resolve. If this is the case we will write to you to explain the delay.