17 Respond to complaints effectively

  • Follow the complaints system that your training provider has in place, making patients aware of their opportunities to complain to yourself or your training provider. At the appropriate stage in the process, the patient should also be informed of their rights to complain to the General Optical Council or to seek mediation through the Optical Consumer Complaints Service as appropriate.
  • Respect a patient’s right to complain and ensure that the making of a complaint does not prejudice patient care.
  • Respond honestly, openly, politely and constructively to anyone who complains and apologise where appropriate.
  • Provide any information that a complainant might need to progress a complaint including your General Optical Council registration details.