Chapter 11- Introduction to working in practice (2)

Question 1

What is the GOS 6 form?

Answer 1

Application for a Domiciliary eye examination

Question 2

Who is the GOS 6 form for?

Answer 2

For patients who are unable to leave their home unaccompanied

Question 3

What would you include in the GOS 6 form?

Answer 3

In this form, you would include the reason for domiciliary examination.

Question 4

What are the advantages of the new online GOS forms?

Answer 4

1- Paperless

2- Link to patient record systems- transfer of details such as name and address can be easily done

3- Faster transfer and faster payment

Question 5

What are the disadvantages of the new online GOS forms?

Answer 5

1- System might crash

2- A chance of system getting hacked allowing access to sensitive patient information

Question 6

What is in the GOS contract in regards to complaints?

Answer 6

Every GOS registered optometrist must keep a log of their consumer complaints

Question 7

What should an optometrist do if a patient takes legal action?

Answer 7

An optometrist should issue a refund to the patient in order to prevent legal action from escalating and putting a bad name on the practice in general.

Question 8

What service deals with complaints primarily with the dispensing and purchasing of spectacles?

Answer 8

The OCCS: Optical Consumer Complaints Service.

Question 9

What is a non tolerance issue?

Answer 9

This is when a patient brings a prescription in from another optician and wants glasses from you.

In this case, you are allowed to provide them with glasses.

Question 10

Why are patients non-tolerant to spectacles?

Answer 10

1- Because of the change of prescription

2- Because of the change in lens type

3- Frame or lens fitting

Question 11

If a patient is unhappy with the spectacles/ service they receive, the overriding priority must be to resolve the situation. This is beneficial because:

Answer 11

1- Causes less inconvenience to the patient

2- This restores the patient’s confidence in the optical sector

Question 12

What is clinical negligence?

Answer 12

This is a patient complaint in the form of a claim

Question 13

Compensation for clinical negligence can be claimed for:

Answer 13

1. Injuries resulting from treatment
2. Mistreatment
3. Failure to detect or treat injury or clinical condition

Question 14

After treatment or a test, a patient has how many years to start a claim?

Answer 14

3 years

Question 15

Who would the patient go to to make a claim?

Answer 15

The patient would go through the GOC to make a claim and would then represent them.

Question 16

Who represents optometrists when a claim against them is made?

Answer 16

Optometrists are represented by the Association of Optometrists (AOP) that provides public indemnity insurance.

Question 17

How to deal with a claim:

Answer 17

1- Contact the AOP before admitting liability to anyone

2- Record all communications between yourself and the patient, their representative, or your employer.

3- Draft a fresh account of your dealings with the patient and your comments on their complaint.

4- Avoid entering any further discussions or correspondence with anyone.

Question 18

What is the Duty of Candour?

Answer 18

This is a contractual obligation which include principles of being honest and open.