Optometry news – Navigating complaints during the cost of living crisis

The scenario

Emma, AOP member

“As the cost of living crisis continues, I am extremely conscious of my patients not fully understanding the financial costs involved in an eye examination until after it has taken place. As a practice owner, I am concerned that a complaint may be made, even if my staff optometrist believes they have explained the cost involved in relevant tests fully. Do you have any advice if this does occur?”

The advice

Sue Clark, clinical consultant at the Optical Consumer Complaints Service

This problem will no doubt look very familiar. A highly nuanced question, it would be impossible to provide a succinct answer that provides professionals with a ready-made response to use each time such a scenario presents itself. Instead, it would be better to break this question down in order to understand the most appropriate strategies to employ when a client is experiencing anxieties relating to their finances. By doing this, it will be possible to build a more robust blueprint that can be referred to whenever such a complaint emerges.

How to mitigate complaints relating to finances

The first thing to recognise is that such matters must necessarily be handled with the utmost sensitivity, and with a clear focus on transparent communication. Specifically, practitioners should make it a priority to confirm fees whenever an appointment is being made as well as when the patient eventually arrives. In addition to this, it is imperative that the patient is made aware of any additional fees that may be incurred in the course of their treatment. If at all unsure of what sort of fees are likely to be incurred, practitioners should be sure to have a conversation with the optometrist responsible for taking care of the client to ensure that no potential fee goes overlooked.