Optical Consumer
Complaints Service
Optical Consumer
Complaints Service
THE OCCS MEDIATION PROCESS
Opens and/or improve the dialogue between patient and optician aiming to help both parties reach an agreement on the disputed matter.
Has no advisory role. We seek to develop a shared understanding of the complaint and to work toward finding a practical resolution.
Offers confidentiality. No one but the parties to the dispute and the OCCS know what has gone on.
Offers impartiality. The mediation process does not `impose' decisions or solutions; we are here to be impartial and to facilitate a positive, mutually satisfactory outcome.
Can only work when both parties are willing to enter freely into the process in an open way and in the absence of aggression or intimidation.
WHAT WE CAN HELP WITH
Providing an opportunity for both parties to explain and detail their story.
Issues can be identified, perhaps facilitated by OCCS as mediators.
Clarifying the respective interests of both patient and optician.
Identifying options for the resolution of the complaint.
Seeking agreement from both parties to a resolution, usually in writing.
Complaints which call into question an optician's fitness to practise, such as negligence, failure to diagnose a serious condition or other malpractice should be directed to the General Optical Council.
Complaints concerning how much opticians charge or whether one can buy cheaper elsewhere.
Complaints about laser eye surgery where this is carried out by `ophthalmic surgeons'
rather than `opticians' -
Complaints relating to bad or inappropriate behaviour. Such matters should be directed to the General Optical Council.
`Demanding' or `imposing' an outcome. The service is one of mediation not arbitration. We cannot force either party to accept a particular resolution.
We offer a mediation service
