Making a compliment, comment or complaint

​

This leaflet outlines how you can make a compliment, comment or complaint about your care.

​

At the Optifema, we are committed to providing a five-star healthcare service for all our patients.

We welcome your compliments, comments and complaints. We take every complaint seriously and we will investigate any complaint or address any concern you may have about the treatment you have received at Optifema confidentially and in a timely manner.

​

Your comments help us to improve the service we provide and to ensure that other patients do not encounter the same problem.

​

In order to assist us with any complaint or concern you may have; it is better if you bring this to the attention of a member of staff before you leave. You may also put your complaint in writing using the complaints form available from reception.

​

Verbal Complaints

Please discuss your concerns with a member of staff at the time of your appointment at Optifema. The member of staff will record your complaint and do their upmost to resolve it there and then.  

Alternatively, you can write to:

​

Optifema Private Medical Ltd

169a Newtownards Road

Belfast BT4 3HZ

Email: support@optifema.com

 

If you are an NHS patient and remain dissatisfied with the management of your complaint, you have the right to refer your complaint to the Trust that referred you and the ombudsman online, by phone or in writing:

​

Northern Ireland
Public Services Ombudsman,

Progressive House
33 Wellington Place, Belfast, BT1 6HN

Telephone: 028 9023 3821

Text Phone: 028 9089 7789

Freephone: 0800 34 34 24

Email: nipso@nipso.org.uk

Freepost: Freepost NIPSO

​

What happens next?

If you have made a complaint, we will send an acknowledgment letter within 2 working days of receiving your complaint. We will investigate the issues you raise and will respond to you with the outcome of our investigation within 20 working days. It may not always be possible to complete the investigation within the 20-working day timescale. If this is the case, you will be kept fully informed of the progress of the investigation.

​

At any stage in the proceedings, we will be happy to meet with you to discuss your concerns. If you have made a complaint, we will use this to improve our service, where appropriate. All complaints are distributed and are greatly appreciated by our dedicated staff. The Optifema welcomes and values feedback from all our clients.

Making a compliment, comment or complaint

 

This page provides guidance on expressing compliments, comments, or complaints regarding your care.

​

At Optifema, our commitment is to deliver a top-tier healthcare service to all patients. We encourage and appreciate your compliments, comments, and complaints. Every complaint is treated seriously, and we ensure a confidential and prompt investigation to address any concerns about your Optifema treatment.

​

Your feedback is instrumental in enhancing our service and preventing similar issues for other patients. To expedite the resolution of any complaint or concern, kindly bring it to the attention of a staff member before leaving. Alternatively, you may submit a written complaint using the form available at the reception.

​

For verbal complaints, please try to discuss concerns with any of our staff during your Optifema appointment, upon receiving your concerns they will strive to address your complaint promptly. If dissatisfied with the outcome of your discussion or you wish to have an alternative person address your concerns, you can write to us at:

 

Optifema Private Medical Ltd

169a Newtownards Road

Belfast BT4 3HZ

Email: support@optifema.com

 

If you are an NHS patient and remain unsatisfied with complaint management, you have the right to refer it to the referring Trust and the Ombudsman, online, by phone, or in writing to the Northern Ireland Public Services Ombudsman.

​

Northern Ireland
Public Services Ombudsman,

Progressive House
33 Wellington Place, Belfast, BT1 6HN

Telephone: 028 9023 3821

Text Phone: 028 9089 7789

Freephone: 0800 34 34 24

Email: nipso@nipso.org.uk

Freepost: Freepost NIPSO

​

How we handle your complaint:

Upon receiving a complaint, we’ll acknowledge it within 2 working days and aim to provide a response within 20 working days. While this timeframe may vary, we’ll keep you informed of the investigation’s progress. We’re open to meeting with you at any stage to discuss your concerns. Your complaints contribute to our service improvement, and we value feedback from all our clients at Optifema.