OCCS to Host Which? Members Call In Sessions

Sep 14, 2016
On Thursday 15th September, Jennie Jones and Richard Edwards of the OCCS have been invited by Which? to answer member queries in a day long phone in session. Which? members are able to call with any optical and consumer queries. The OCCS are jointly supporting this event with the College of Optometrists. 

Jennie explains “We are really looking forward to speaking to Which? members and answering questions on consumer rights in optics and how they can raise concerns constructively with their optician, which will help resolve matters as quickly as possible.” 
 
The OCCS is an independent and free mediation service for consumers (patients) of optical care and the professionals providing that care. The service is funded by the General Optical Council who regulate opticians, optometrists and dispensing opticians.
2016-17 has been an incredibly busy year for the OCCS. As practices become more aware of what we do, and consumers learn more about the service, we have seen an increase of 45% in complaint enquiries. There are over 22 million sight tests and eye examinations each year. The overwhelming majority of these are an efficient and positive experience for the consumer and the practice. The OCCS are here to help when a complaint arises and on the rare occasion, that the consumer’s concerns cannot be resolved. Just over half of the enquiries received, concern complaints at an early stage and we encourage the consumer to raise their concerns with the practice. If matters cannot be resolved, we are here and I am incredibly proud of the OCCS team’s commitment and dedication to helping find a resolution for both parties, which they are able to do in 98% of the complaints received.  Our annual report will be published shortly and provide more information on the OCCS activity during 2016-17 and what we can learn from these complaints and enquiries going forward.