Complaints Policy

Last Updated: Wednesday 21st May 2025

Optimum Road Health Centre is committed to providing exceptional standards of healthcare and customer service. If your experience with us does not meet expectations, we are dedicated to listening carefully and addressing your concerns promptly and professionally. We take all complaints seriously, acknowledge any errors, and implement appropriate improvements to enhance the quality of our service.

A copy of our full complaints policy is available to patients, their family members, or representatives at the point in time when a concern is raised about any aspect of the care or service received.

Our Complaints Process

Our complaints procedure is structured into three stages to ensure transparency and thorough resolution:

Stage 1 – Local Resolution

Patients can raise complaints verbally, in writing, or by email. We encourage concerns to be raised as soon as possible, ideally within six months of the event or when the issue becomes known.

How to make a complaint:

Email us at: complaints@optimumhealthcentre.co.uk

  • We will acknowledge written complaints within 10 working days via email or post.

  • A full investigation will be carried out, including a detailed case review and input from relevant staff.

  • We aim to provide a written response within 20 working days. If the matter takes longer to investigate, we will update you every 20 working days.

  • Our goal is to complete Stage 1 within three months from the date of receiving the complaint.

  • If you are not satisfied with the outcome, you may request a further review by progressing to Stage 2 within six months of our final Stage 1 response.

Stage 2 – Complaint Review

If a complaint is escalated to Stage 2:

  • A senior staff member not involved in Stage 1 will carry out an impartial review of the case, including all documentation and communications.

  • This stage may include interviews with staff or a meeting (in person or virtually) with the complainant if helpful for resolution.

  • A formal response will be issued within 20 working days, with updates within every 20 working days if the review is ongoing.

  • We aim to complete the review within three months of escalation.

Stage 3 – Independent External Adjudication

Should you remain dissatisfied after Stage 2, you may request an independent external review:

  • This is provided by the Independent Sector Complaints Adjudication Service (ISCAS).

  • Applications to ISCAS must be made within six months of receiving our Stage 2 decision.

  • You must have completed both Stage 1 and Stage 2 before proceeding to Stage 3.

  • A ‘Statement of Understanding and Consent’ must be signed before ISCAS begins their review.


If you have any questions about our complaints process, please contact us at:
complaints@optimumhealthcentre.co.uk

Telephone number: 0800 688 992

Alternatively, if you prefer to write to us, then please use the following address:

25 Eight Medical Group Limited
Practice Manager
Optimum Road Health Centre
Unit B1, Optimum Business Park,
Optimum Road, Swadlincote,
England, DE11 0WT


Company registration number: 14484808

Optimum Road Health Centre is the registered trading name under which 25 Eight Medical Group Limited provides private healthcare services. We are not affiliated with the NHS.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at https://ico.org.uk.