Complaints don’t always arise from major errors. Often it’s the small things, like missed opportunities to listen or unclear communication, that escalate into formal disputes. This session will unpack how minor issues can spiral if left unaddressed, and provide a clear, step-by-step strategy to de-escalate concerns before they become formal complaints. Drawing on real examples, this session will explore practical ways to turn potentially negative encounters into opportunities for building stronger patient relationships. It will also clarify how to engage constructively with the Optical Consumer Complaints Service (OCCS) and the General Optical Council (GOC), so that practitioners feel more confident, supported, and in control throughout the process.

Learning outcomes:

• Practitioners will learn how to ensure a safe environment for their patients
• Practitioners will recognise optimal ways and built confidence to interact with the OCCS & GOC, in order to manage clinical complaints effectively relative to their scope of practice