It is inevitable that domiciliary provision brings heightened challenges for registrants both from a clinical and consumer perspective. This highly interactive session uses redacted cases from the Optical Consumer Complaints Service (OCCS) archives to illustrate the kind of challenges that can arise. Delegates will be encouraged to consider how they would manage each given situation if it landed in their lap. Using insights from each case study, delegates will then create an individual action plan to utilise in the future and help them both reduce the chance of complaints but also feel better equipped and more confident in managing them should they arise.

Learning outcomes:

Support registrants to create a simple framework and consistent methodology to manage domiciliary-related consumer complaints effectively at local level

Stimulate how we will all need to recalibrate and think about complaints of the future