The Optical Consumer Complaints Service (OCCS) has announced that Nockolds Solicitors has retained the contract to provide mediation services following a competitive tender process.
A three-year contract with an optional one-year extension has been awarded to the Hertfordshire-based firm, which resolved 88% of consumer complaints for the OCCS last year.
The body is funded by the General Optical Council, which said that Nockold’s method of mediation has contributed to increased patient satisfaction, lower costs per complaint and a reduction in cases being referred to fitness to practise proceedings.
Dionne Spence, director of casework and resolutions at the GOC, said: ‘Nockolds have been instrumental in the success of the OCCS over the past five years and their understanding of the optical sector is second to none. They bring unique expertise and passion to the service and we have seen first-hand how mediation has been highly beneficial for our sector.
‘The OCCS mediation service has been especially effective in supporting the transformation of fitness to practise and we look forward to continuing this successful partnership over the coming years.’
Nockolds partner Jennie Jones added that the firm is looking forward to working with universities and the next generation of practitioners to equip them with skills to prevent and handle patient complaints.
‘We have been advocates of mediation for many years and now government is recognising its benefits too, having recently recommended the approach in a health regulation policy whitepaper. The OCCS has experienced the benefits first-hand and will continue to be a shining example of what can be achieved by other health regulators,’ Jones said.