Return of the Tested Patient/External Prescription Dispense – What to Do

In these tough economic times, it is not surprising more people are looking to save costs on all purchases, including optical care.

Consumers have many reasons to take their prescription elsewhere, whether this be choice or cost-motivated and it is important to remember they have a right to do so.

The OCCS are here to help advise when non-tolerance issues arise and when you may be unsure of who is responsible and how best to serve the consumer.

The OCCS refer to the Optical Confederations guidance on non-tolerances when advising both practitioners and consumers on how to proceed:

The guidelines explain that has a dispensing practice has entered into a monetary contract with the consumer and therefore “accept responsibility for financing and managing any non-tolerance issues”

These guidelines are to help minimise the to-and-fro–ing of the consumer between the two practices.

They do suggest that in the case of  a dispensing practice having to remake spectacles due to a prescribing error, to take this up independently with the prescribing practice to come to an arrangement if they wish to recoup any cost price charges.

“In some situations it may be necessary for the dispensing practice and the prescribing practice to agree an appropriate course of action. For example in cases where there is a clear clerical error in the prescription the prescribing practice should pay the cost price of putting it right. In cases of genuine non-tolerance the dispensing practice should cover any costs involved.”

https://www.opticalconfederation.org.uk/

This would therefore advise that the dispensing practice accepts the responsibility of retesting/remaking spectacles if issues arising, when accepting the external prescription and order. It encourages the practice to deal with these issues with the consumer directly and avoid sending them to-and-fro between the two practices.

We hope this helps to inform your handling of these situations, if they ever occur. Please contact us for any further support or advice.