NHS GOS Complaints Procedure
This page explains how to complain about NHS-funded General Ophthalmic Services provided by Actons Opticians. It covers NHS sight tests, clinical decisions made during an NHS eye examination, and the issuing or non-issuing of an NHS prescription or optical voucher.
You may complain either to Actons Opticians or to NHS Herefordshire and Worcestershire Integrated Care Board, but not to both at the same time.
What this procedure covers
Use this procedure for concerns about an NHS sight test, clinical advice or follow-up, an NHS prescription, or an NHS optical voucher.
Concerns about private eye examinations, spectacle purchases, repairs, frame adjustments, charges or refunds are handled through our normal customer service process. Please contact the practice and we will try to resolve the matter promptly.
Who can complain?
You may complain about your own NHS care. A parent or legal guardian may complain for a child, and another person may complain on a patient’s behalf where consent or other lawful authority applies.
We may need written consent before discussing a patient’s care with someone else.
Time limit
Complaints should normally be made within 12 months of the incident, or within 12 months of when you first became aware of it. A later complaint may still be considered where there is a good reason for the delay and it remains possible to investigate fairly.
Complain to Actons Opticians
Please contact the Practice Manager:
Actons Opticians
10 Cornmarket
Worcester
WR1 2DR
Online: use our contact form and state that your message is an NHS complaint.
Phone: 01905 22156
You may also make a complaint in person. A member of the team can help you explain or record your complaint if needed.
Please give your name, date of birth, contact details, what happened, when it happened and what you would like us to do.
Route two: complain to the NHS commissioning body
You may complain directly to the NHS commissioning body instead of Actons Opticians. The contact details are:
Primary Care Commissioning, NHS Herefordshire and Worcestershire Integrated Care Board (ICB), Patient and Stakeholder Liaison Team, NHS Herefordshire and Worcestershire, Kirkham House, John Comyn Drive, Perdiswell, Worcester, WR3 7NS.
Email: cwicb.hwicb_complaints@nhs.net
Phone: 0330 053 4356 ext. 8111
Choose this route if you prefer the NHS commissioning body to manage the complaint from the start.
What happens after you complain?
We will acknowledge a complaint made to Actons Opticians within 3 working days. We will then investigate the issues raised, which may involve reviewing records, speaking with relevant staff, and clarifying details with you.
Where possible, we aim to provide a written response within 20 working days. If the investigation is likely to take longer, we will explain the reason and keep you informed.
The response will summarise the complaint, explain what was considered, set out findings, and confirm any actions or learning where appropriate.
If you remain unhappy
If you are not satisfied with the final response, you may ask the Parliamentary and Health Service Ombudsman to review your complaint. The Ombudsman is independent of Actons Opticians and the NHS.
Visit the Parliamentary and Health Service Ombudsman website to use its complaint checker and find out how to submit a complaint. You can also call the helpline on 0345 015 4033.
Summary and next step
Choose one complaint route and contact Actons Opticians or the NHS commissioning body using the details above. NHS GOS complaints are recorded confidentially and reviewed in line with NHS and governance requirements.