December 8th 2021

Lessons from 2021

2021 has been an interesting year for nearly all of us across the world. Following a year of lockdowns, coronavirus and a different way of life – 2021 seemed to promise a much needed return to normality.

In today’s blog we investigate the lessons we have learned in 2021 and what we can take into 2022 to ensure the very best service for both the optical profession and the general public.

Patience with Patients and Staff

With the return to normality through face-to-face consultations and the removal of PPE and masks, 2021 has seen many being able to see their optician in person following on from national lockdowns across the four nations.

This return to a world that is vastly different prior to the COVID-19 outbreak has, whilst a relief for many, brought new stresses and difficulties that were previously better managed.

Whilst stresses and strains are a natural part of both our working and professional lives, one of the key issues that has arisen throughout 2021 is the interaction between clients and practitioners. As experienced mediators, the importance of communication – both in terms of the ability to listen and to clearly speak – is vitally important.

For 2022, we reiterate the importance of clear and fair communication in the spirit of working towards mutually beneficial outcomes and the best interests of all involved.

Flexibility

Within the last year it has become apparent that flexibility in our lives is something that we all must adapt to. From working from home to travel restrictions, being more flexible in our approach to our daily lives is of the utmost importance.

Indeed, such as within our own service and what practitioners are reporting to our teams it appears that a more flexible approach may help to stop complaints from escalating to the OCCS.

Much like being more patient, having a more flexible approach to understanding the stresses and strains on your optician and, as a practitioner, understanding the concerns of a client – being flexible in our dealings can help to diffuse situations and foster communication.

Moving into 2022

Moving into 2022 the OCCS would like to reiterate its commitment to both members of the optical profession and the general public.

Our impartial, neutral service continues to strive to assist in resolving disputes and complaints through mediation. We wish all a Merry Christmas and Happy New Year and look forward to a positive 2022.

We will be closed from 6pm on 22 December and re-open at 8am on 4 January 2022.

Should you wish to contact our teams, please fill in an online complaint form and we will reply upon our return.

April 20th 2022

Opticians Are Human Too

It is the human condition to be fallible sometimes. This includes opticians, their  staff and mediators. Fallibility takes many forms, but a key cause is communication and, more importantly, miscommunication.
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April 20th 2022

Feeling Heard : The Importance of Helping a Client to Feel Heard and Valued

As part of our mediation service, the OCCS assist both the public and the optical profession in finding mutually beneficial outcomes to complaints.
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March 1st 2022

How to Manage Emotions when Communicating

In this article, we look at how to manage emotions when communicating both as a member of the public and as an optical professional.
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