Patient Information – How to File a Complaint

We do value concerns and complaints as a means of improving the quality of our service. We are more than happy to guide you through the process, or answer any questions you may have.

What if I don’t want to complain but want something done?

If possible, tell a member of staff as soon as you are aware of the problem. Often they can sort out your problem straight away or provide information, clarification or advice to help you decide what to do.

How do I complain?

  • Write to our operative manager at Saint James Eye Clinic, 33-35 SzilagyiErzsebetfasor, Budapest-1026, Hungary. Be as specific as you can and describe what happened. Include any helpful information such as your date of birth or insurance number.
  • Email us on:

What if I do want to complain?

We have a formal complaints procedure. We follow this to ensure a complaint is thoroughly investigated and you get a written response.

We will:

  • Investigate the issues raised by your complaint
  • Aim to provide you with a full written explanation and response to your complaint within an agreed timescale.
  • Inform you of any changes to the agreed timescale.
  • Do everything possible to resolve your complaint to your satisfaction. This may involve meeting with you, or introducing some form of mediation
  • Learn from the complaint you have made and make changes where appropriate

Anonymous information about your complaint may be used for other purposes such as staff training.

What if I am scared to complain?

No member of staff will treat you differently because you have complained. If you feel you have been discriminated against as a result of making a complaint, let the General Manager know.

Is there a time limit for complaining?

Yes, the complaint should be made:

  • Within 12 months of the event, or
  • Within 12 months of you realising that you have something to complain about

Can anyone help me?

If you wish to seek independent information, advice, support or representation during the course of your complaint, you have the right to do so.

What if you don’t resolve my complaint?

We will make every effort to try and resolve your complaint or concern. If you are not happy with the response you receive let us know as soon as possible. We can meet with you to discuss the matter or carry out more investigation

Patient Information – How to File a Complaint

Author: Tanya Costa

Date: January 2016Saint James Hospital - Hungary