OCCS continues to have a positive impact for practices and patients

Apr 29, 2018
The 2017-18 OCCS year has just concluded and initial data confirms what we knew, it has been another busy and productive year. With over 1400 complaints referred to the mediation service, the OCCS team resolved 96%. Jennie Jones, Head of OCCS explains: " I continue to be delighted by the impact of the OCCS, and importantly with the insight sharing that continues. We are analysing the trends and activity from last year, and will be reporting to the GOC shortly.  The OCCS team are looking forward to sharing learnings with the sector as this is where we can make a wider difference. This helps practices and raises the customer care bar which can only be good for patients and their optical care."
Since 1 April 2014, the OCCS has assisted over 4,500 consumers and practices to resolve their consumer complaints. Jennie Jones, head of the OCCS, explains: ‘We are delighted that the OCCS  is seen as an effective and useful service, providing independent and impartial mediation and advice. The team does an amazing job ensuring that both the consumer and the practice feel heard, understood, and importantly, helped to find a very practical resolution to the complaint. Mediation is not about judgment or deciding who is right. It is about understanding each other’s perspective to be able to find an answer both can accept. We will soon be reporting on our 4th year in action, and look forward to sharing even more insight and useful information for all involved in optics.'