LEGAL INFORMATION

Freedom Of Information Act
Welcome to our Guide for Information for Crompton Opticians as required by the Freedom of Information Act 2000.

Introduction
This is a complete guide to the information routinely made available to the public by Crompton Opticians. It is a description of the information about our NHS services that we make publicly available. It will be reviewed at regular intervals.

How much does it cost?
The publications are free unless otherwise indicated.

How is the information made available?
The information within each Class is available in hard copy from:
Crompton Opticians 6 Common Lane Culcheth WarringtonCheshire WA3 4EG
or can be printed from this website.

Your Rights to Information

  • The Freedom of Information Act 2000 is designed to promote openness and accountability amongst all organisations that receive public money.
  • Like all NHS contractors, since 1 January 2005 there has been an FOI obligation on opticians’ and optometrists’ practices to respond to requests about the NHS related information that it holds, and a right of access to that information has been established in law.
  • These rights are subject to some exemptions that have to be taken into consideration before releasing information.
  • In addition to accessing the information identified in this guide, you are entitled to request information about our NHS services under the NHS Openness Code 1995.
  • Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you and you can contact any practice where your records are held to do this.

Feedback
If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the scheme, please write to:
Mr T J Crompton Crompton Opticians 6 Common Lane Culcheth WarringtonCheshire WA3 4EG

Classes of Information
All NHS information at Crompton Opticians is held, retained and destroyed within NHS guidelines. Our commitment to publish information excludes any information that can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000. From 2005, individual Classes are subject to exemptions, the main reasons being the protection of commercial interests and personal information under the Data Protection Act 1998. This guide has been written in accordance with those exemptions. The information on this Scheme is grouped into the following categories:
 
1 - Who we are

  • Crompton Opticians are a small independent group of Optical practices run by the proprietor Tim Crompton.
  • Details of the opticians and optometrists employed in our practices can be obtained by contacting the respective practice directly or from our website. Please click here.
  • Alternatively, details of all opticians and optometrists registered in the UK are available from the General Optical Council Tel: 0207 580 3898.

2 - Our services
All Crompton Opticians practices provide free NHS eye tests for those who are eligible. 
You may also be entitled to vouchers that can be used against the purchase of glasses or contact lenses if you require them. To find out if you are eligible for assistance please click here.

Appointments for eye tests can be booked over the phone, or by dropping into one of our practices.

You can also contact the respective practice direct as follows.
Crompton Opticians 6 Common Lane Culcheth Warrington WA3 4EG Tel 01925 766888

Opening times can vary between locations so please call to confirm.

3 - Financial and funding information
For every eye test performed on behalf of the NHS the opticians practice receives a set fee. 
This includes a contribution towards optometrists and staff salaries, equipment costs and other store overheads.

If you are not eligible for the NHS eye test, please contact your local practice for details of our current private charges.

4 - Regular publications and information for the public.
Information about optical and ocular conditions, eye tests, glasses, and contact lenses, can be found on www.cromptonopticians.co.uk.
Some of this information is also available in patient leaflets. These are freely available from all our practices.

Complaints
If you have a complaint about any of our products or services, we recommended that you first discuss any problems with the manager at the practice concerned.

If the matter cannot be resolved in this way or you are unsatisfied with the response you receive please contact Tim Crompton on 01925 766888.

5 - This guide information
We will publish any changes we make to this guide or relevant information. 
We will also publish any proposed changes or additions to publications already available.

Cost of Information
For the most part, we will only charge for hard copies, or copies onto media.\
Charges are as follows and will be reviewed regularly

  • Accessed from our website – free of charge
  • Single hard copies – free of charge
  • Multiple hard copies, or archived copies will attract a charge for photocopying, retrieval and postage. 
    We will inform you of the cost of these charges that will have to be paid in advance.
  • E-mail will be free of charge.

Useful Resources
Websites:
Information Commissioner - www.informationcommissioner.gov.uk
Lord Chancellors Department - www.lcd.gov.uk
NHS Freedom of Information - www.foi.nhs.uk

Publications:
NHS Openness Code - www.doh.gov.uk/nhsexec/codemain.htm
Freedom of Information Act 2000 - www.hmso.gov.uk/acts/acts2000/20000036.htm

Copyright:
Material available through this publication scheme is copyright unless otherwise indicated. 
Unless expressly indicated to the contrary, it may be reproduced free of charge in any format or medium, provided it is done so accurately in a manner that will not mislead. Where items are re-published or copied to others, you must identify the source and acknowledge copyright status. This permit does not extend to third party material, accessed through the scheme.

For HMSO Guidance notes on FOI publication schemes see www.hmso.gov.uk/guides.htm.

Complaints Procedure
How To Make A Comment, Suggestion or Complaint
If you have a complaint or concern about the service which you have received from any of our practitioners or staff, please let ius know. We operate our own complaints procedure as part of the NHS system for dealing with complaints.
There are two ways in which you can make your complaint known.

  1. Write to Tim Crompton at the respective practice address
  2. Make an appointment to discuss your concerns with us. Please telephone or visit the practice and we will be happy to arrange this.
    Whether you prefer to put your complaint in writing or to explain in person, it will help us if you can be as specific as possible about the issues which concern you.

We will need to know

  • What happened
  • When it happened and
  • Why you are dissatisfied

Your concerns will be dealt with promptly. We will acknowledge your complaint within two working days and look into your complaint as soon as possible.
We aim to

  • Find oput what happened
  • Offer you the opportunity to discuss the problem with those concerned, if you would like to do this
  • Make sure you recieve an apology where appropriate
  • Indentify what can be done to ensure that the problens does not happen again

We will acknowledge receipt of your complaint within 2 working days. Wherever possible we will try to provide you with a written explanation within 10 working daysof the date when we received yoyur complaint. If we are unable to do so we shall explain why there is a delay and let you know when to expect a response.

We keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we need to know that you have his or her permission to do so. A note signed bt the person concerned will be required, unless they are unable to provide this, for example because of illness.

You may wish to contacts the PALS officer at your PCT for independent help and advice. 

They are able to provide support and assistance to any person wishing to make a complaint about NHS services, and their services are entirely free of charge. You can contact them at the following address's.
Culcheth Practice
Complaints & PAL's Support Officer
Cheshire Health Agency
1829 Building  Countess Of Chester Health Park
Liverpool Road Chester CH2 1DU
Tel 01244 650400

We hope that most problems can be sorted quickly and easily, often at the time they arise and with the person concerned. If your concerns cannot be resolved in this manner and you wish to take matters further, we would like you to let us know as soon as possible. Ideally you should do this within a matter of days or at the most a few weeks, because this will enable us to establish what happens more easily.

If it is not possible to do this, please let us have details of tyour complaint

  • Within 6 months of the incident which caused the problem
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

If you wait longer than this to tell us about your complaint, we may still be able to invesigate your concerns, but we will also have the option of not taking the matter any further.

We hope that we will be able to resolve most problems within the practice as we believe that this will give us the best chance of putting right whatever has gone wrong, together with an opportunity to improve the service we offer to all our patients.

However, you still have the right to approach your local primary care trust if you feel that you cannot raise your concerns with us or you are dissatisfied with the result of our investigation. You can obtain futher advice by contacting The Complaints Officer at the relevant PCT above.

If your complaint relates to private rather than NHS services you should insttead seek advice from the Optical Consumer Complaints Service at the following address.
The Secretary  OCCS PO Box 4685 London SE1 6ZB
Telephone 020 7261 1017