Dealing with complaints

Some complaints can be dealt with on the spot, whilst some more serious concerns may require an investigation and formal response. If you’re responsible for dealing with verbal complaints at the practice, try to listen carefully to the complainant’s concerns and use open questions to explore what’s happened. It’s often helpful to ask the complainant what they would like to happen next, as there may be a simple way to resolve the matter swiftly.

Some complaints can be dealt with on the spot, whilst some more serious concerns may require an investigation and formal response

Protocol and process

Every optometry practice should have a complaints procedure which is available to patients, setting out how the organisation will respond to formal complaints. If it’s not possible to deal with a complaint on the spot, you can explain that the practice has a complaint procedure, and invite the complainant to put their concerns in writing, so these can be addressed formally.

Practice owners are ultimately responsible for responding to formal complaints and should seek advice from their indemnity provider or professional body on the correct process to follow. To investigate the complaint properly, it’s often necessary to ask the members of staff involved to provide a short, written statement about the incident. If the complaint were to escalate, these statements could be disclosed to an investigatory body, so registered practitioners should be given a copy of all relevant information (usually the complaint and relevant clinical notes), and advised to contact their professional body for advice and assistance with their statement. Once the statements have been gathered, the practice owner can then draft a suitable response, with input and assistance from their own indemnifier or professional body.

If you’re responsible for dealing with verbal complaints at the practice, try to listen carefully to the complainant’s concerns and use open questions to explore what’s happened

Further information on dealing with complaints, including template acknowledgement letters and complaints procedures for all four nations, can be found on the AOP website.

Henry’s three tips for dealing with a complaint

1. Listen – ensure the complainant feels heard
2. Communicate clearly – use open questions and ask about their desired resolution
3. Seek advice from your indemnity provider or professional body if a complaint is made formal.

About the author

Henry Leonard is head of clinical and regulatory at the AOP.