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PATIENT CHARTER

Darlington Opticians Merthyr Tydfil & Tredegar

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Our Promise to You

At Darlington Opticians, we are committed to providing safe, high‑quality, person‑centred eye care. This Patient Charter explains what you can expect from us — and what we ask from you — to ensure the best possible experience.

We follow the General Optical Council (GOC) Standards for Optical Businesses, NHS Wales quality and accessibility principles, and WGOS service requirements.

 

What You Can Expect From Us

1. Safe, Professional Eye Care

You will receive care from qualified, registered professionals who follow national clinical standards. We provide:

  • Comprehensive eye examinations

  • Urgent and emergency eye care

  • OCT scanning and advanced diagnostics

  • Screening for glaucoma, diabetic retinopathy, macular degeneration, cataracts

  • Contact lens fitting and aftercare

  • Low‑vision services

Our clinicians use modern technology and evidence‑based practice to keep your eyes healthy.

2. Respect, Dignity & Compassion

You will always be treated:

  • With courtesy and respect

  • As an individual with unique needs

  • Without discrimination

  • With kindness and understanding

Your comfort, privacy, and wellbeing are our priority.

3. Clear Information & Communication

We will:

  • Explain your eye examination and results clearly

  • Provide information about your eye health and treatment options

  • Communicate in plain language

  • Offer written information when needed

  • Provide Welsh‑language support where available

  • Offer accessible formats (large print, Easy Read, etc.)

You will have time to ask questions and discuss your care.

4. Confidentiality & Data Protection

Your personal information will be:

  • Kept secure

  • Used only for appropriate care and administration

  • Shared only when necessary and lawful

  • Protected under UK GDPR and the Data Protection Act 2018

You can read our full Privacy Notice on our website.

5. Choice & Informed Decisions

You have the right to:

  • Make informed choices about your care

  • Decline any test or treatment

  • Choose glasses, lenses, or products that suit your needs

  • Ask for a second opinion

  • Request copies of your records

We will support you to make decisions that are right for you.

6. Accessible Services

We aim to make our services accessible to everyone. We provide:

  • Step‑free access (where available)

  • Adjusted appointment times

  • Help with forms and communication

  • Support for sensory, cognitive, or mobility needs

  • Welsh‑language options

  • Advocacy signposting (e.g., Llais)

Please tell us if you need any adjustments.

7. Safe Contact Lens Care

If you wear contact lenses, you will receive:

  • Professional fitting

  • Safety guidance

  • Regular aftercare

  • Support with any complications

  • Urgent assessment if symptoms occur

We promote safe, hygienic lens use at all times.

8. Fair Pricing & Consumer Rights

You will receive:

  • Clear pricing

  • Honest advice

  • No pressure to buy

  • Refunds and returns in line with UK consumer law

  • Replacement or repair of faulty products

Our Refunds & Returns Policy is available on our website.

9. Opportunities to Give Feedback

We welcome your feedback and use it to improve our services. You can:

  • Speak to any member of staff

  • Email or phone us

  • Raise concerns through our Complaints Policy

  • Provide suggestions for improvement

We will listen and respond respectfully.

 

What We Ask From You

1. Attend Appointments

Please arrive on time and let us know if you need to cancel or rearrange.

2. Follow Clinical Advice

This helps us keep your eyes healthy and ensures safe treatment.

3. Treat Staff with Respect

We are committed to a safe, respectful environment for patients and staff.

4. Provide Accurate Information

This helps us deliver safe, effective care.

5. Use Contact Lenses Safely

Follow hygiene instructions and attend regular aftercare appointments.

 

Contact Us

If you have questions about this Patient Charter or your care, please contact us:

Email: paul@darlingtonopticians.co.uk

Telephone Merthyr Tydfil: 01685 723785 or Tredegar: 01495 722874

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