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“Complaints Matter” is a report published by the Care Quality Commission, following their review into complaints in healthcare. The review has found evidence of good practice, but highlights the need to ensure people know how to complaint and their complaints are heard and acted upon. The research has indicated that some patients are dissuaded from complaining because:
- They worry it will impact on the care (or that of a loved one);
- They worry they will not be able to find an alternative practitioner (dentist, GP etc);
- They feel their complaint will not be listened to and acknowledged;
- The complaints process across the NHS varies and they do not know where to complain or what to expect.
Within primary care (which would include opticians providing eye tests under the NHS scheme), CQC’s early analysis suggests that:
- Many of providers report that they receive very few complaints; and so this suggests more could be done to encourage an open culture where concerns are welcomed. There was a concern that complaints are met with a defensive response which is counter productive and risks the loss of the chance to learn important lessons
- There are high levels of positive practice at all stages in the process of making a complaint and people have reported that they know how to raise concerns.
- As with the NHS, the timeliness of investigations and people feeling that their concerns are not being taken seriously or adequately addressed were key areas of concern.
The Optical Consumer Complaints Service mediates complaints regarding private optical care but we do liaise with patients whose complaint can involve NHS and private treatment. We are also happy to receive enquiries from patients who need advice or guidance on who to contact regarding their complaint. This can often speed up the process and ensure the complaint is directed to the most appropriate complaints organisation.
