Search

CET and skills guides

Study and gain CET points through OT’s online CET exams, and access archived CET, CPD articles and skills guides in our education library

Find out more

Science and vision

News and features about the latest scientific developments and advances in optometry, ophthalmology and eye medicine

Find out more

Professional support

News and features about the latest developments relating to professional support from across optics. This includes updates from optical organisations such as the AOP and the GOC

Find out more

Jobs

Explore the latest UK and global jobs in the optical sector for optometrists, dispensing opticians and more

Find out more

“How the complaint is managed is key”

Optical Consumer Complaints Service consultant, Richard Edwards, discussed navigating negative feedback at 100% Optical

Complaint

Optical Consumer Complaints Service (OCCS) consultant, Richard Edwards, highlighted that many practitioners have unrealistic perceptions about what behaviour will result in regulatory sanction during his presentation at 100% Optical (12–14 January, ExCeL London).

Mr Edwards emphasised that most cases that result in sanctions from the General Optical Council (GOC) are not about issues of competence but questions of conduct.

He explained the role of the OCCS, which is a free to use mediation service that handles low level complaints not fit for the GOC or a lawyer.

He added that the service is able to assist optical professionals as well as members of the public.

Clinical issues are seldom at the heart of the work the OCCS undertakes. 

“How the complaint is managed is key. I see very little about optometry and dispensing in this role. It’s about the relationship and the trust,” Mr Edwards shared.

Of the cases that the OCCS receives, only 3% fail to reach a resolution and 2% require referral to the GOC.

Drawing on his experience at the service, Mr Edwards shared tips with delegates for handling a complaint.

He suggested discussing the issue in a private area, practising active listening and explaining the situation without using jargon. 

Image credit: Nick Youngson