We hold various pieces of information about you including your name, address, and clinical details such as the state of health of your eyes, your spectacle and/or contact lens prescription, and copies of any letters we have written about you or received from other professionals, such as your doctor.
We adhere to the guidelines of the College of Optometrists and the Data Protection Act and will not pass any of your personal information to a third party without your consent unless there is a clear public interest duty to do so.
If you are an NHS Patient, we are obliged to provide your record to authorised persons within the NHS (who are in turn subject to a duty of confidentiality) if they request this. This is usually to confirm that we have provided the NHS services that we have been paid for and to improve quality of care. It is also possible that the NHS may contact you to ask if you have received services (such as a sight test or spectacles) as part of this monitoring.
Within the practice, we may use the information to analyse trends or to audit our performance. This enables us to monitor and improve the quality of care that we offer you. Wherever possible (i.e. if we do not need to know who an individual patient is) we will only analyse trends from anonymised information.
If you have any queries about this please contact us and we will be happy to help.
Your rights and responsibilities:
As a patient, you have the right to be treated by us with fairness and with dignity. We will test your sight using sound clinical practice and using modern techniques and instruments. After your sight test we will give you your optical prescription or a statement that you do not need a prescription
We ask you to give our staff accurate information about the illness or disability which prevents you from being able to go to a high street optician without another person’s help. We also ask you to treat our staff with courtesy and to keep to any appointment you have made with us. If you break your appointment without giving us reasonable notice we reserve the right to make a charge.
We treat all clinical information about your treatment with complete confidentiality, although we may sometimes need to inform your family doctor about our clinical findings during your sight test. We may also need, with your agreement, to refer you to a hospital eye department in which case we will supply them with all the relevant clinical details. We may sometimes need to make your records available to authorised staff from NHS England for whom we provide services. When handling your personal information we will always abide by the principles of Data Protection laid down by the Information Commissioner’s Office.
If you would like to make a complaint, please contact Roberto Gonzalvez (firstname.lastname@example.org) at Monoptics Ophthalmic Opticians. Alternatively, you can contact NHS England in Leeds, tel 0300 311 2233, email@example.com. Your complaint will be acknowledged within 3 working days and you will receive an estimate of how long the investigation of your complaint is likely to take and an offer of a discussion about this period. If your complaint relates to your sight test and you are not happy with how your complaint has been handled either by us or by the NHS England, you will be advised of your right to take your complaint to the Health Service Commissioner (Ombudsman). If your complaint relates to your spectacles or contact lenses you can contact the Optical Consumer Complaints Service,
6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ
We provide eye care services under contract with NHS England. We will provide, on request, the name, postal, email and website address and telephone number of the local NHS England Area Team, from which details of primary ophthalmic services in the area may be obtained.