Service & Complaints


WHO PROVIDES YOUR SERVICE

Your service is provided by IQ Health LTD. We are a Limited company. The Director is Salman Siddiqui BSc MCOptom. Our registered / trading office is at: 27A Oldfields Circus, Northolt, UB5 4RR.

YOUR SAFETY

When testing your sight we will ensure that all legal requirements relating to health and safety in the workplace are satisfied; and that we follow strictly the requirements and recommendations of the Medicines and Healthcare products Regulatory Agency.

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.

Your Information

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 the local Primary Care Trust 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.

COMPLAINTS

If you would like to make a complaint, please contact Salman Siddiqui at IQ Health LTD, 27A Oldfields Circus, Northolt, UB5 4RR. Your complaint will be acknowledged within 3 working days and you will receive a response within 10 working days or as soon as reasonably practicable thereafter.If you are not happy with how your complaint has been handled by us and your complaint relates to your sight test, you can contact your local Primary Care Trust. If your complaint relates to your spectacles or contact lenses you can contact the Optical Complaints Consumer Service, PO Box 219, Petersfield GU32 9BY.We provide eye care services under contract with your NHS Primary Care Trust (PCT). We will provide, on request, the name, postal, email and website address and telephone number of that PCT, from which details of primary ophthalmic services in the area may be obtained.