In Focus: Concerns over spike in domiciliary complaints

Data released by the Optical Consumer Complaints Service (OCCS) in its annual report has shown a 133% rise in the number of complaints it received relating to domiciliary eye care between April 2023 and March 2024. 

Statistics showed the OCCS, which acts as a mediation service between consumers and optical practices on a variety of lower-level complaints that may otherwise be received by the General Optical Council’s fitness to practise team, dealt with 92 complaints in this year’s reporting period, compared with 42 in 2022-23. 

The OCCS said it had previously highlighted the need for transparent and effective customer care in domiciliary settings, with concerns around potentially vulnerable patients illustrating why this sector needed to be vigilant in all areas of practice and conduct. ‘A doubling of complaints should be alarming for all who work in this important area of practice,’ said the OCCS in its report.