In Focus: Covid shaping consumer complaints

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.