OCCS reports 7.4% jump in patient complaints

There has been a marked rise in complaints made to the Optical Consumer Complaints Service (OCCS) in the first three quarters of 2015-16.

The OCCS received 668 enquiries during the nine months, in comparison to the 622 enquiries received in the prior year period – a 7.4% increase.

Recurring complaint themes included enquiries concerning unregulated practices, varifocal intolerance, handling of the adjustments, and prescriptions being issued in one practice but dispensed at another.

Jennie Jones, head of the OCCS, said: ‘Heightened awareness among consumers of their rights is undoubtedly a factor behind the rising number of complaints. Consumers are coming to us from a more informed standpoint and often refer to their statutory rights. The new consumer rights regulations, which came into force last October, were widely publicised and have raised expectations of quality service.