Paediatrics Day – Session 2: Paediatric complaints - the trouble with kids

Optometry Today (OT) in partnership with the AOP are pleased to deliver our first Paediatrics day event.

Join us for a day of online education dedicated to paediatrics. Each session will be delivered by an expert on a range of key topics to allow practitioners to consolidate their knowledge and effectively manage children in clinical practice.

Session 1: Paediatrics made easy - Book now
Session 2: Paediatric complaints - the trouble with kids - Book below
Session 3: Minor issues in eye care - clinical, ethical and regulatory scenarios involving children - Book now
Session 4: Modern paradigms for diagnosis and management of keratoconus - Book now
Session 5: The top four neuro-optometric paediatric presentations in practice - Book now

Session 2: Paediatric complaints - the trouble with kids

Paediatric complaints can escalate quickly. In order to increase all registrants' ability to manage complaints effectively and proportionately, this session presents three anonymised redacted case studies drawn from the Optical Consumer Complaints Service (OCCS) database covering a range of scenarios. Delegates will learn:

• The key factors in each case 
• What the complainants typically seek as a resolution 
• How to approach securing that resolution 
• What the key aspects from the cases are and how these can be shared with the practice team.

The session will also reinforce a key insight from OCCS that it is often the way a complaint is managed that determines escalation rather than initial the clinical matter.

Learning outcomes

• Practitioners will identify how to effectively manage complaints by adopting a simple, consistent framework to avoid unnecessary escalation of an issue and help resolve issues at practice level.

Please note that you will not be eligible for CPD if you dial into audio only using a phone.