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The OCCS mediate consumer complaints relating to optical healthcare provided in the private sector. Optical healthcare is one area of healthcare where NHS and private healthcare are provided side by side and often simultaneously. Sight tests may be conducted under an NHS voucher with those eligible then receiving a voucher to put towards the cost of buying glasses or contact lenses.
When considering complaints, usually a sight test supplied under an NHS voucher is classed as NHS care and therefore falls within the NHS complaints process. The glasses or lenses purchased, whether using an NHS voucher or paid for privately by the patient amount to private healthcare. This can be confusing for patients (consumers) but at the OCCS we invite consumers and opticians to contact us regarding any complaint involving opticians or optical healthcare. Our advisors will then discuss the complaint one to one normally over the phone the same day (or by email or letter depending on the enquirer’s wishes). The OCCS adviser will help the consumer to identify the appropriate forum for their complaint whether that is the OCCS, NHS complaints process or to contact another organisation such as the regulator (General Optical Council).
As highlighted by the recent research published by the Parliamentary & Health Ombudsman, patients (whether termed patients, consumers or customers) are deterred from complaining about healthcare because:
- They do not know where or how to complain
- They feel it will make no difference
- They think it will take too much time
At the OCCS, we see part of our role is to improve patient access to all complaint procedures. The process is clear, straight forward and quick. After providing initial information and signing 1 form authorising your optician to discuss your personal information with our advisors, we can get involved to try and find a resolution.
When the OCCS mediate, in 98% of complaints we help those involved find a resolution. This can include an apology, refund or replacement glasses. In over 95% of complaints mediated, a resolution is found in less than 50 days
If the complaint falls outside the OCCS remit (not a consumer complaint), our advisors help patients to find the right organisation to help and deal with their complaint. The OCCS are a gateway for patients to ensure they do not feel pushed from one organisation to another.
The OCCS are constantly look at ways to improve the service provided (which is free for consumers and funded by the UK regulator of opticians, the General Optical Council). Feedback from those using the service is vital, as is feed backing to those contacting the service. It is important that they know how their complaint has helped to improve standards in an individual practice and opticians across the UK.
