Vision Express

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MR R J's complaint against Vision Express

MR R J WILLIAMS

20/09/2015

Optician fails to spot detached retina

Complaint against Vision Express

On the 6th of August 2015, I visited vision express in Hereford because I was getting flashes of light in my right eye.my first thought was detached retina.The staff at the opticians tested my vision and the results were recorded.I was told that I had a floater in my eye and that I did not have a detached retina.I was told that I had a massive floater in my eye and was given a leaflet and told to make another appointment if it got worse.Well guess what it got worse and I contacted the opticians again for another appointment on the 13th of August 2015.On that visit the same optician told me that There was a detached retina.I then had to visit Hereford hospital where I had to have an emergency operation to repair the detached retina.

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Vision Express failed to resolve this complaint

  • Comments (11)

Vision Express Service Team | | VERIFIED

We are very sorry to hear this. Can you please email more details of this to [email protected] and we will look into this further.

MR R J WILLIAMS | | VERIFIED

In September I had a follow up appointment with the specialist surgeon who informed me that my vision would not be as good as it was.He was correct because two months on I'm struggling to see out of the right eye.When I went to the opticians on the 6th of August my vision was good.now it's bad because of an optician who failed to spot a detached retina.I'll be seeking compensation from vision express in due course and will be making sure that it doesn't happen to anyone else.

Vision Express Service Team | | VERIFIED

Please be assured that we take feedback of this nature very seriously, and we do hope that you received the letter sent to you recently by our Professional Services team. The team is investigating the issues you've raised as a priority, and they will be in touch with you directly.

MR R J WILLIAMS | | VERIFIED

User Responded via private message

MR R J WILLIAMS | | VERIFIED

In a letter dated 02/10/2015 from Vision Express, Customer Services, I was informed that Professional Services will be carrying out a full investigation into the matter.

Vision Express Service Team | | VERIFIED

Many thanks for confirming this, we will contact professional services and request that they keep in contact with you directly with their progress within the investigation.

MR R J WILLIAMS | | VERIFIED

nothong to report at the moment I've not received any correspondence from Proffessional Services in relation to their investigation

Vision Express Service Team | | VERIFIED

We have spoken to our professional service's team who are thoroughly investigating this issue, they will be contacting you in writing as soon as the process has concluded.

MR R J WILLIAMS | | VERIFIED

That's much appreciated Thank you

Vision Express Service Team | | VERIFIED

Thank you

MR R J WILLIAMS | | VERIFIED

Today, Friday the 30th of October 2015, I received a letter from Vision Express Support Centre.It states that when I attended the opticians on the 6Th of August 2015, I did not have a detached retina. I believe I did.I now wish to take this further.
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