General
Domains: Communication, Leadership & Accountability
No CPD Points
Welcome to Docet’s podcast Sound Optometry, hosted by Michelle Hanratty, an IP optometrist with 20 years’ experience on the high street and in hospital. Each month, with case studies and in-depth conversations, we will be exploring topics that matter the most to you as optometrists and are relevant for 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.
Once you have listened to the podcast in Unit 1 and looked at the required reading in Unit 2 you can complete the CPD quiz to gain one non-interactive CPD point.
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