The OCCS was delighted to hold four workshop sessions at Optrafair in Birmingham on 9 and 10 April 2016.
Jennie Jones, Richard Edwards and Sue Clark attended the event and ran sessions on best practice in complaint handling, and importantly how practitioners can learn from the complaints mediated by the OCCS to improve customer service and patient experience in practice.
Over 100 practitioners came along to the sessions which all involved thought provoking discussions on different approaches and ways in which practitioners have been able to provide excellent customer care. Practitioners shared some fantastic examples on how they can assist patients in the transition to varifocals and progressive lenses which will clearly promote trust and confidence in practitioners.
Jennie Jones led the team at Optrafair and commented: “We receive many enquiries from practitioners seeking advice on how they can provide the best possible customer service in what can be challenging circumstances. We are always keen to remind practices that we are more than happy to offer guidance or talk through scenarios and offer advice in addition to resolving individual complaints that may have escalated, but it is great to meet face to face. I hope everyone who attended the events over the weekend found them to be useful, informative and most of all enjoyable. I would personally like to thank all those who attended our workshops and generated such lively conversations.”
Nockolds Solicitors has now been providing the Optical Consumer Complaints Service for over two years and we were thrilled to celebrate this anniversary by supporting the Family Practice of the Year Award at the Opticians Award. The award ceremony took place on Saturday, 9 April 2016.
Sue Clark and Jennie Jones were delighted to be on the panel of judges’ shortlisting for this category and then selecting the winner, Keith Holland & Associates in Cheltenham. Jennie Jones said: “We were overjoyed to be asked to join the judging panel and support this award. It celebrates the provision of excellent customer and clinical care across all ages. We were particularly impressed by the approach of all shortlisted practices in encouraging long-term continuity of care and the glowing feedback from their patients. When we were asked by the optician to judge the category and present the award on the night, we were so pleased to be able to recognise the amazing job done by practices across the country.
If you would like more information on the work of the Optical Consumer Complaints Service or complaints mediation by Nockolds Solicitors, please contact Jennie Jones on 01279 712580 or by email firstname.lastname@example.org