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Patients’ Grievance and Appeals Policy

The University of California, Berkeley, School of Optometry Clinics (UCBSO Clinics) are dedicated to the delivery of quality vision care services. This includes a commitment to ensuring that inquiries and problems are resolved in a timely and equitable manner, with the opportunity for all sides to be heard and with adequate opportunities for appeal.

To ensure a well-coordinated process for answering patient questions and reaching resolution for informal complaints and formal grievances regarding the provision of clinical care, the UCBSO Clinics have developed a grievance and appeals process as follows:

  1. Every attempt will be made to resolve the problem or dispute informally at the time and site of the incident with the practitioner, technician, or staff person and his/her immediate supervisor. Note: For clinical issues, the supervisor is the Clinical Instructor in charge of patient care in the servicing Clinic.
  2. In the event that resolution cannot be made to the patient’s satisfaction at this level, the patient may formally bring the problem or dispute to the Clinic Director (currently the Associate Dean for Clinical Affairs). The patient may do so by completing a UCBSO Clinics Incident Report Form which is available at the UCBSO Clinics Registration Desk. Alternatively, a written account of the incident/problem can be directed to the Clinic Director.
  3. The final, proposed resolution will be sent to the grievant by the Clinic Director in written form, no longer than 12 working days after the receipt of UCBSO Clinics Incident Report Form or other written communication.
  4. The decision of the Clinic Director may be appealed to the Dean of the School of Optometry.
  5. The Dean may seek the advice of a Patient Advisory Committee. If the complaint involves the Clinic Director, the UCBSO Clinics Incident Report Form should be directed to the Dean at the School of Optometry. The final resolution of the grievance will be sent to the grievant by the Dean of the School of Optometry in written form no longer than 25 working days after the receipt of the UCBSO Clinics Incident Report Form or other written communication.
  6. The decision of the Dean will be final within the School of Optometry of the University of California at Berkeley.