39: Complaints – Taking the lead

Complaints are a normal part of a patient-facing industry, like optometry — from problems with prescriptions to quibbles about customer service. Therefore, handling complaints in a professional manner is an essential part of the GOC’s Standards of Practice. In this episode, Michelle Hanratty hears from Dawn Slocombe, a Complaints Resolution Manager at the Optical Consumer Complaints Service (OCCS), about how complaints are processed through their service and why communication is the key. Michelle also asks Richard Edwards, the Clinical Consultant for the OCCS, how to manage your complaints process better, to avoid any issues escalating. In addition, Richard describes how optometrists can reduce the likelihood of a complaint happening in the first place. Thanks also to Roshni Kanabar from the Association of Optometrists (AOP). This podcast expands on Docet’s “Leadership is not hierarchical” webinar, in which Richard Edwards was the speaker. Richard answers many of the follow-up questions that optometrists sent in.  If you have a topic in mind that you’d like us to cover, or if you’ve got an interesting case study you’d like to share, send Docet a message on LinkedIn. GOC-registered optometrists practising in England, Wales or Northern Ireland can gain 1 CPD point by listening to this podcast and completing the exercise on our website. This episode covers the GOC domains of Communication and Leadership & Accountability. Docet - dedicated to providing quality optometric education and professional development.