OCCS in the Press - Optician Online

Jul 05, 2017
View from FODO: This new guidance moves us forward
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The OCCS is mentioned in Optician Online regarding the rare occasions when trust breaks down between patient and clinician or provider. 
 
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.