Data presented by the Optical Consumer Complaints Service (OCCS) in the organisation’s annual report showed a 12% decline in the number of complaints it received during the year 2020-21 compared to 2019-20.
The OCCS received 1,411 complaints during the period of April 2020 to March 2021, which fell into two main categories: ‘customer care’ and ‘goods and services.’ The five most common complaint scenarios were incorrect prescriptions, dispensing issues, delay in supply, fees and charges and attitude of practice staff.
While the headline figure seems positive for the sector, the OCCS also highlighted the effect of the early stages of the pandemic on activity levels. Using NHS GOS activity data from NHS England, the OCCS estimated that the number of eye examinations conducted during April to June 2020 was less than 10% of the same period in 2019. July to September saw an increase in activity, but this remained lower than previous years. In addition, further lockdowns and restrictions across the four nations affected sight test volumes. Overall, the OCCS’s analysis of the eye exam and dispensing data actually indicated a 20% increase in the number of complaint referrals it received.
What Has changed?
The OCCS said it had consulted with other dispute resolution bodies and heard that increased tension among consumers, and subsequent complaints as a result of the Covid-19 pandemic, was common in several different sectors. Trends among those complaints had distinctive themes; level of communication, emotive responses and social distancing exacerbating potential misunderstandings. All of which increased the likelihood of patient dissatisfaction and hampered resolution at practice level, said the OCCS.
‘The patient journey changed almost overnight,’ said Jennie Jones, head of OCCS and partner at Nockolds Resolution. ‘Where a patient could normally drop in or phone to talk about an issue, practices dealing with PPE, staff and infection control couldn’t always accommodate them, particularly at practices with fatigued teams.’
The speed at which patients looked to escalate problems also increased significantly, said Jones, as frustrations and pressures of the pandemic created a perfect storm at a time when practices didn’t always have the capacity to deal with complaints at the same pace.
Jones said it was hard to predict if this complaint trend among patients would continue and whether their attitude would change in the future: ‘Complaint volumes have tracked factors like national lockdowns and restrictions. As we have moved through the pandemic, we have noted that resolutions have been easier to mediate, but factors like the current “pingdemic” and staff isolation could hinder progress.
‘I think we’re going to see a different type of complaint emerge in the short-term, with patients coming back in to practices with problems they experienced several months ago, but for various reasons, haven’t been able to come back in, which will be a challenge for businesses.’
Data in the report also showed there had been a 13% year-on-year decline in complaints relating to diagnosis and management of clinical conditions, which was broadly in line with reduced sector activity. However, Jones was quick to highlight the impact the pandemic could have in the near future. ‘We are likely to see an increase in the number of complaints relating to conditions that are being picked up in routine sight tests now, which would have been seen a year ago.’
Elsewhere in the report, data revealed that nearly three quarters (73%) of complaints received by the OCCS related to multiples, remaining consistent with previous years. During the pandemic, a slightly higher proportion came from multiples between April and August 2020, but the volume for independent practices increased as a proportion between October and December.
