The dos and don’ts of letter writing

Whether you know it is coming or it is a bolt out of the blue, receiving a written complaint from a patient is never an experience relished by any professional or business owner. Our reactions range from ‘the Ostrich’, ‘Knee Jerk’ or ‘Signed, Outraged of the Optical Professions’.

At the OCCS, we see some of the most effective complaint responses from practices. We do also receive lots of enquiries from practices asking for guidance on how to respond to a complaint. For many practitioners, this is a challenging task and many fear escalating matters or being held to account for something written in the letter.