Profession issues new complaints guidance

Recent revisions made by the Department of Health (DoH) to the NHS complaints procedures will mean significant practical changes to the way in which optical practices in England offering GOS services deal with patient complaints.

In response, optical bodies ABDO, FODO and the AOP have issued joint guidance for practitioners outlining how to deal with NHS complaints in order to comply with the new regulations.

In a statement, the optical bodies also expressed disappointment that the new regulations, which apply to all health professions, were extended to include the optical sector, without consultation.

Major changes to be applied to GOS contracts will include a requirement for practice owners to report annually to a primary care trust the number and the nature of all the complaints they have received and provide a record of the actions taken by the practice to address them.