Dealing with complaints

Question 1

How do complaints occur?

Answer 1

-Due to the volume of sight tests taken, glasses and cl dispensed- there will be complaints

Question 2

Who does the complaints affect?

Answer 2

-It is distressing for
optometrist
practice
patients

Question 3

What are some examples of complaints?

Answer 3

• Tripping up in practice
• referred to emergency when not needed
• heights done wrong
• waiting too long for glasses

Question 4

What do you do when getting complaints?

Answer 4

• Log it - to notice patterns which could relate to the same issue
• let the practice owner know - to get 3rd party involved and have discussion
• if patient demands legal action- you give refunds -as a gesture of good will, with no admission of liability
• OCCS- third party which helps resolve these issues
• better resolve in a practice setting

Question 5

Why do complaints happen normally?

Answer 5

-due to non-tolerance - to glasses and prescription

Question 6

How do you manage non-tolerance issues?

Answer 6

• e.g walk in prescriptions- the responsibility is either the prescriber of the prescription or the same practice dispensing the spectacles
• However if you encounter this- you could offer them a free eye test to first then see if there are any issues with their prescription

Question 7

Why do patients non-tol to spectacle/ cause patients issue?

Answer 7

• change in prescription
• change in lens type- going from bifocal to varifocal
• frame or lens fitting- metal to plastic
• faulty spectacles

Question 8

Do you think you should take responsibilty?

If yes ,why?

Answer 8

• if the patient is unhappy with the spectacles/service they recieve, the overriding priority must be to resolve the situation
• In a way that causes least inconvenience to the patient
• without undermining the patients confidence in the optical sector
• dispensing practice should act in the best interest of the patient:
• contact prescribing optometrist- clinical reason for no-tol to find out
• need consent from patient

Question 9

Why claim?

Answer 9

• Over negligence

- patient complaint in the form of a claim: clinical negligence

Question 10

What are the reasons for claims?

Answer 10

-compensation for :
injuries resulting from treatment
mistreatment
failure to detect injury or clinical condition
failure to treat injury or clinical condition
-3 years to start the claim

Question 11

What is the AOP (association of optometrists)?

Answer 11

• Mision- is to promote and protect the individual professional
• requires membership
• mainly provides indemnity insurance
• other functions

Question 12

How to deal with claim?

Answer 12

contact aop/indemnity insurance provider, before admitting liability to anyone including your employer

• record all communication between yourself and the patient,their representative or your employer
• draft a fresh account of your dealings with the patient, or your employer and your comments of their complaint
• avoid entering into any further discussion with anyone
• dont disclose the terms or nature of your insurance to anyone
• dont offer to settle an claim
• never make any alteration to your patients records

Question 13

What is duty of candour?

Answer 13

• To be open and honest with or patient/colleagues/employer/relevant organisations= something goes wrong in treatment or care - so be honest and let them know that you made a mistake
• prompt apologies and explanations- reduce expenditure on legal costs and lead to swifter settlements
• general optical council and courts