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Sound Optometry


Domains: Communication, Leadership & Accountability

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Welcome to Sound Optometry, a podcast from Docet hosted by Michelle Hanratty, an IP optometrist with over 20 years’ experience in both high street and hospital settings. Each month, through case studies and in-depth conversations, we explore the topics that matter most to you as an optometrist and are relevant to everyday practice. 

Episode 39  - Complaints: Taking the lead

This podcast complements the Docet webinar: Leadership is not hierarchical and answers some of the questions put to the speaker by the audience.

Presenter Michelle begins by interviewing OCCS Complaints resolution manager Dawn Slocombe about the process of dealing with complaints. Dawn presents a case study that details how patients are also consumers, in terms of spectacle purchases, and how a resolution was achieved. 

Many aspects of modern practice--such as electronic data records, safeguarding as well as fitness to practice--overlap with the topic of handling complaints. These are discussed in the second part of the podcast with Richard Edwards, Clinical advisor to the OCCS. 

Richard explains the different categories of complaints and discusses with Michelle the steps that practitioners can take to diffuse a patient complaint as well as minimise any consequences.

An additional reading element consolidates the learning on this topic.

Subscribe to the series on your preferred podcast player so you don’t miss an episode. You can access all episodes of Sound Optometry here.

First published: May 2024
Last reviewed: April 2025

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    Communication

    s.18 Respond to complaints effectively

    • Understand the importance of having an appropriate complaints policy.
    • Knowledge about the different categories of complaint and where to seek advice if unsure of how to proceed.
    • Able to apply a complaints management framework to deal with complaints effectively.

    Leadership and Accountability

    s.8 Maintain adequate patient records

    • Understand the importance of clear and accurate patient records.
    • Knowledge about the correct requirements for making non-contemporaneous entries in a patient record.

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      • Audio track

        Please listen to the podcast available here or through your preferred podcast listening app. Select the blue arrow at the bottom of the player to access various podcast apps.

      • Key points
        • OCCS complaint handling process
        • Consumer rights
        • Successful mediation
        • Hierarchy of complaints
        • Regulatory complaints and the GOC
        • Parental responsibility and access to records
        • Litigation and consumer complaints
        • How to deal with unhappy patients
        • AERO – framework for complaints management.
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