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Patient Promise

We promise to...

Listen and understand

As professionals, we understand the importance of personalising our eye care service to suit you and your individual needs. We promise to deliver a person centred eye care service that assists you and helps you maximise your independence. We will fully involve you and/or your nominated representative in your choices and decision making.

Empower your network

We promise to provide you and your carers and/or representatives with care planning tools and information that will clearly explain your vision levels in a way that everyone can understand and act upon.

Deliver an exceptional service

We promise to provide you with a professional, high quality, eye care service that is delivered by a local, friendly and supportive optical team. They will be trained to the highest standards and will understand how to respond to your individual needs. For example, if you experience symptoms of dementia, our staff will be trained to provide eye care in a way that works for you. You also have the right to request a different optician if that is your wish.

Provide the highest clinical standards

All our opticians are fully qualified and are members of the Federation of (Ophthalmic and Dispensing) Opticians and use industry-leading portable equipment. We also provide a service that adheres to our own professional Code of Conduct and the Care Standard regulations that are in place within your care setting.

Private and confidential service

You will always be offered a choice of testing area to have your eye test to ensure that you are treated with dignity, and given privacy whilst ensuring your personal health details are discussed in a confidential manner.

Deliver a robust, local, after care service

We will provide a local customer care team who will respond to any queries quickly and efficiently. We promise to provide free adjustments and glasses repair when you need them.

Constantly improve

We believe that we need to continuously improve our service and we welcome any comments or concerns about the service you receive. You can speak to Visioncall staff directly or ask for a carer or your representative to contact us on your behalf. We promise to continually seek out better solutions for you.

Offer affordable frames that suit you

We promise to actively source a wide variety of stylish frames that match your individual taste. We will carefully control the production of all spectacles in the Visioncall lens laboratory, offer these at a competitive price and, if you are eligible for NHS funded spectacles, we promise to deliver the service and glasses completely free of charge.

Personally deliver spectacles

We promise to hand deliver our stylish frames, that are chosen by you, as quickly as possible without comprising on quality. We will personally fit them to ensure maximum comfort and to your satisfaction.