How we deal with Reviews

Patients and Customers are invited to post a review following a professional appointment at a registered optical or hearing practice published among our 7000 entries on Find My Optician.

How we will deal with your reviews.

Moderation of Reviews left by the public regarding visits to Vision and Hearing registered practices.

As the moderator and reviewer of the “review area” for an optical or hearing aid practice, our primary goal is to ensure a fair and impartial assessment of the criticisms left by the customers of optical and hearing practices published on the site.

With a commitment to transparency and professionalism, We will employ a structured approach to handle these reviews effectively.

Firstly, we will establish clear guidelines for the review process, outlining the criteria for acceptable feedback. This will help maintain a constructive environment and filter out any irrelevant or inappropriate comments.

When moderating the reviews, we will carefully read each criticism, considering its validity and relevance. It is crucial to approach each review objectively, without any bias or preconceived notions. This means focusing on the content of the criticism rather than the individual who left it.

To maintain impartiality, we will weigh the merits of each criticism against the overall reputation of the practice and the experiences of other customers. This broader perspective will help me determine the accuracy and fairness of the feedback.

The public are reminded that all registered optical and hearing practices must have a published Complaints Procedure.

The key to resolving perceived problems is first to return to the professional establishment and explain your grievance. You can also ask for the contact details of the senior management member of the practices Head Office.

This invariably will bring results. If you are still not satisfied there are two other actions available to you;

For all product grievances:

Apply to the Ombudsman

Optical Consumer Complaints Service

For all grievances unreconciled at the practice for those receiving a funded NHS sight Test or product

Contact your local ICB 

Integrated care boards in England

From 1 July, if people want to make a complaint to the NHS, they must contact their local ICB rather than NHS England.

Information about how patients can make complaints is expected to be available on ICB/primary care websites and to be shared widely with GOS providers by ICBs shortly.

In conclusion, our approach as the moderator and reviewer of the “review area” will be rooted in fairness, impartiality, and transparency. By following these principles, PHN aims to maintain a constructive feedback environment that ultimately enhances the services provided by our optical or hearing aid practices.