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. If you have visited a clinic in Glasgow, Edinburgh, Stirling or Galashiels, please submit your complaint by emailing our Customer Relations Team at: Info@visionscotland.com
   If you have a complaint about Aberdeen, see point 9.
2. You can also write to Vision Scotland Customer Relations team:
   

   Vision Scotland Customer Relations
   Unit 3, 5 Ratho Park
   Ratho Station
   Newbridge
   EH28 8QQ

3. Please include the following information: Clinic you were treated in, date on which you had reason to complain, name of consultant / staff member who were caring for you, type of treatment you received, details of your complaint.
4. You will receive an acknowledgement of your complaint within 2 working days.
5. The SMT (Senior Management Team) representative will liaise with all necessary parties on your behalf – consultants, patient care team and or clinic staff to ensure your complaint is dealt with promptly and fairly.
6. We may suggest meeting you to talk through your issues and attempt to resolve them.
7. Once your complaint has been investigated, you will receive a written response 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.
8. The response should set out the findings and, where appropriate, provide apologies and information about what is being done as a result of your complaint. It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.
9. Complaints process (Aberdeen):
   If you have any complaints or concerns about the service that you have received from the doctors or staff working from our Aberdeen clinic, please send your complaint for the attention of the Management Team via email at complaints@alphahospitalgroup.co.uk.
   For more information about Abderdeen’s complaint process, click here.