Practice Team Day - Webinar 4: Turning complaints into learnings
When:
Time:
Where: online
Interactive CPD points: 1
Prices from: Free to members; non-members £25 inc. VAT Book or join now to attend this event
Optometry Today (OT) in partnership with the AOP are pleased to host a day of education for everyone in the practice. Featuring four interactive online webinars, each accredited with one CPD point, this themed day is designed to support the full practice team in delivering outstanding patient care.
Covering OCT, dispensing, contact lenses, and managing complaints in practice, the programme combines practical clinical updates with real-world communication and leadership skills to help your team build confidence, improve patient outcomes, and work more effectively together. Delegates can join the full programme or select sessions that align with their clinical interests.
Session 1: OCT for everyone - Book below
Session 2: The art of dispensing - Book below
Session 3: Elevating contact lens upgrades through effective communication - Book now
Session 4: Turning complaints into learnings - Book now
Webinar: Turning complaints into learnings
Confusion, drama, mix ups creating the potential to spark a patient revolt? This session tackles real world case studies and asks: “What would YOU do?” From small missteps to major meltdowns, discover how tiny actions, or inactions, can spiral into complaints. At the centre of every outcome is leadership - the ability to step in early, take ownership, and model calm, decisive behaviour when things start to unravel. Learn how strong leadership, clear communication, and team empowerment can stop that spiral before it starts. Join us to uncover the lessons that weren’t obvious, the fixes that never happened, and gain the confidence to lead your team through chaos, turning potential disasters into trust-building moments.
Learning outcomes
- Practitioners will evaluate how active listening and effective communication can prevent patient concerns from escalating into complaints, ensuring patients remain at the centre of decisions about their care
- Practitioners will be able to apply communication strategies to manage challenging conversations, de-escalate conflict, and maintain patient confidence during unexpected situations
- Practitioners will identify principles of accurate record keeping to support continuity of care, effective communication within the practice team, and defensible clinical decision-making, relative to their scope of practice.
1.00PM - 2.00PM
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1 point
Webinar: Turning complaints into learnings
CPD ref no: C-116661
Interactive:
Practitioner type:
Domains:
Paul Chapman-Hatchett
Paul is an experienced optometrist, business leader, and clinical advisor with a strong track record in developing patient-centred optical services across the UK. He founded and scaled a domiciliary optical practice into a nationwide franchise network, exiting in 2021.
Paul now holds a range of leadership and advisory roles across the sector, including positions with the Association of Optometrists, MedTech start-ups, and healthcare education organisations. He is the founder of Mottainai Solutions, supporting strategy and leadership development, and serves as clinical advisor to the Optical Consumer Complaints Service.
He is also trustee and vice chair of Vision Care for Homeless People, reflecting his commitment to improving access to care for vulnerable communities.