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Five steps to dealing with... a patient complaint, part three

The AOP’s Kevin Wallace shares his five steps for practices to follow if they receive a complaint

AOP

Today

Optometrist, Andrew Gillies, in front of Clark Optometrists on Orkney Island

Orkney Island optometry practice recruits new optometrist

Practitioner stories

3 days ago

Hands showing a phone recording audio

The workshop

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Business and practice management

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A man sits at a desk working at a laptop

Nine in 10 GOS contractors delay recruiting new staff as practice costs rise

NHS and health

07 Aug

John Davidson, optometrist and owner of Querido & Davidson

Behind the cover story

Behind the scenes of our Eye care success stories edition

On the High Street

07 Aug

Sarah Gibson sat in a forest surrounded by greenery

A day in the life of a business owner

Running an award-winning, sustainable optometry practice in Somerset

Business and practice management

07 Aug 5 min read 6 mins

Decoding domiciliary

Jas Bahra: “You have the opportunity to really change their lives”

Domiciliary

07 Aug 6 min read

Woman in an opticians standing trying on a pair of sunglasses

At the dispensing desk

Recommending prescription sunglasses

Products

07 Aug 4 mins

Marco is photographed in black and white. He wears a pale suit, sandals, and sits in a woven chair looking to the side. Beside him is a paper lamp and a Tree Spectacles book

Behind the brand

Tree Spectacles: “Authentic passion reflected in design and relationships”

Products

07 Aug 5 min read

100% Optical

Three women pose together in sunglasses for a selfie at 100% Optical

Practice teams on the road

Practice team

07 Aug

Three oversized lenses

Ocuco launches new lab management software

Products

06 Aug

An illustration in an abstract watercolour style of silhouettes of people, with speech bubbles in muticoloured shapes

In focus

Five factors shaping practice

AOP

06 Aug 10 min read

The interior of Cubitts Manchester

Cubitts opens first Manchester outlet in former Affleck & Brown department store

On the High Street

04 Aug

Kimmy Young laying down having a dry eye treatment

Establishing a dry eye clinic

On the High Street

28 Jul

Jonathan Cohen in a navy suit stands at the front of a room of tiered seating welcoming attendees to the event. A projected screen in the background states Sensei Innovation Centre

Independent practitioners gather at Japan House London for Hoya event

Products

21 Jul 7 min read

Illustration of a person climbing a ladder into clouds where there is a graduation hat at one a cloud

Opinion

Richard Spencer: “Optics offered far more opportunities than I had ever imagined”

Career development

16 Jul 4 mins

Sight test being performed

30 years in Maghull

On the High Street

13 Jul

Dr Scott Mackie and members of his practice team standing outside of the practice with ballons all around them and the practice door

Mackie Opticians marks 30th anniversary

On the High Street

07 Jul 1

Illustration of four people looking at a board with notes on

Practice team digest

Training and the team

Practice team

29 Jun

Eight decades of Millmead Optical Group

Products

24 Jun

Marina Ahmad AM, centre, with Grace McGill and SeeAbility colleagues during the charity's successful Guinness World Record Attempt at Potter's Fields in May 2026

London Assembly member calls for South East London optical practices to join the Easy Eye Care pathway

Patients

24 Jun

The shopfront of Auerbach & Steele on Kings Road High Street in Chelsea. To celebrate the anniversary of the practice, it has been painted in vibrant lines of mustard, lime, navy, and pinks. In the windows stained-glass style eyes and art-deco ‘30’ signs are arranged

Auerbach & Steele at 30

On the High Street

24 Jun

Optician with man sitting in testing room consulting about vision

Five steps to dealing with… a declined test

AOP

20 Jun 5 min read

A young woman in a smart blazer is seated on the far side of a circle table, she appears engaged and enthusiastic. In the foreground, blurred, a person holds a document that appears to be a CV

Businesses urge Government to bring down costs of employing young people

On the High Street

17 Jun

Seven tips to enhance your social brand

Business and practice management

16 Jun

Zabir is dressed in a black suit with white shirt and burgundy tie. He stands holding a long framed official document, on the wall behind him is an array of official documents, some sepia with age, others with photographs

Wessex Optical owner awarded Freedom of the City of London

Practitioner stories

11 Jun

The audience at the HG Roadshow event at Old Windsor

Three insights from the HG Roadshow event at Old Windsor

Career development

11 Jun 5 min read

Cartoon man face plants onto a laptop against a blue background

OT asks...

What is your top tip for dealing with challenges or stressful situations at work?

On the High Street

11 Jun 5 min read

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Most popular across OT

A woman smiles while wearing solar eclipse glasses

Moorfields Eye Hospital surgeon gives tips on staying safe during the solar eclipse

Patients

10 Aug 1

Harper poses outside of a hospital

An optometrist saved my life

“We will always be grateful that Charlotte recognised the signs when she did”

Patients

26 Jun 5 min read 1

A female optometrist performs a sight test with a slit lamp for a male patient

OFNC advises profession against committing to “unfunded” ERS until negotiations complete

Government and regulation

24 Jun 1

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June/July 2026

The Practice resilience edition

05 Jun

Most popular across Business

Optician with man sitting in testing room consulting about vision

Five steps to dealing with… a declined test

AOP

20 Jun 5 min read

Optometrist, Andrew Gillies, in front of Clark Optometrists on Orkney Island

Orkney Island optometry practice recruits new optometrist

Practitioner stories

3 days ago

Davina Dosanjh outside of Richard Petrie Optometrists

The cover story

Business class

Business and practice management

05 Jun 12 min read

Kimmy Young laying down having a dry eye treatment

Establishing a dry eye clinic

On the High Street

28 Jul

Chosen for you

A woman smiles while wearing solar eclipse glasses

Moorfields Eye Hospital surgeon gives tips on staying safe during the solar eclipse

Patients

10 Aug 1

A child plays with a toy astronaut and rocket

NICE consults on draft low-dose atropine guidance

NHS and health

13 Aug

Optometrist, Andrew Gillies, in front of Clark Optometrists on Orkney Island

Orkney Island optometry practice recruits new optometrist

Practitioner stories

3 days ago

An illustration in tones of blue in which a woman stands in front of a crossroads that points in many directions. Her posture indicates confusion

A Level results day: “Failing wasn’t the end of my story”

Students and pre-regs

11 Aug 7 min read

Optometrist Ben Armstrong carrying out a vision check with a young lady at Revvv it Up festival

Community optometrist and RNIB Northern Ireland make two hospital referrals at local festival

Patients

13 Aug