100% Optical Seminar Programme 2022

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Peer review: The trouble with kids - learning from complaints

25 Apr 2022
AOP Lounge

All registrants have clear accountabilities relating to effective complaint handling, duty of candour and raising concerns. The OCCS annual report identified paediatric complaints regarding eye examinations as being over indexed. Professional and legal jeopardy for paediatric complaints is much higher than adult complaints. In order to increase all registrants’ ability to manage complaints effectively and proportionately, this session presents delegates with three case studies drawn from the OCCS database covering a range of scenarios we encounter. The scenarios are drawn as being representative of some of the more contentious areas we see but have also been presented such that a degree of ambiguity exists and therefore require a judgement by the registrant in how to handle the complaint.


Richard Edwards, Professional adviser - Optical Consumer Complaints Service

CPD Points

3 CPD Points