How to deal with dispensing complaints

Given the vast majority of patients leave their optometric examinations satisfied with their experience, practitioners may sometimes forget that there’s still a proportion for whom this isn’t the case – 12%, according to the General Optical Council (GOC)’s latest research.¹  

The most severe of these unsatisfactory experiences, those requiring external mediation, were reported in the Optical Consumer Complaints Service (OCCS)’s latest annual report,² providing insights on both what can go wrong alongside how such problems can be resolved effectively. 

Throughout the latest reporting period, the OCCS received 1,757 enquiries, with 1,675 falling within the service’s remit. Although up 3% from the previous 12 months, Sue Clark, consultant at Nockolds Solicitors, which delivers the OCCS, explains that this isn’t necessarily cause for concern. ‘The numbers aren’t up significantly year-on-year,’ she says. ‘The key moves are a reduction in concerns relating to misdiagnosis over the last two years, from over 60 to 33. Conversely, complaints relating to domiciliary provision have doubled in the last year, a growing concern given the vulnerable nature of many domiciliary consumers.’