Keeping people informed, safety issues and fair outcomes

People often complain again when they feel their concern has been ignored. Good handling includes regular updates, honest timescales and a response that addresses the points raised rather than a vague or defensive message.

Support staff may not lead investigations, but they can help by passing information promptly, avoiding promises they cannot keep, notifying the complaints lead about delays and escalating urgent risks without delay.

For optical practice, GOC Standard 19: Be candid when things have gone wrong is the relevant professional standard. Support staff should recognise candour issues and escalate them instead of attempting to manage the candour conversation alone.

When to escalate urgently

• Possible patient harm: missed referral, wrong advice, delayed urgent symptoms or significant deterioration.
• Duty of candour concern: something may have gone wrong with care and caused harm or distress.
• Data breach: records, prescription, images or personal details may have been sent to or seen by the wrong person.
• Safeguarding concern: complaint suggests abuse, neglect, coercion, exploitation or risk to a child or adult at risk.
• Safety risk now: the person reports sudden symptoms, immediate danger or a situation that needs urgent clinical advice.
• Legal or compensation threat: involve the manager or complaints lead and follow indemnity or governance routes.

Fair outcomes and apologies

A fair outcome follows the facts and local policy. It may include explanation, apology, adjustment, remake, repair, refund, clinical review, referral, staff feedback, process change or signposting to an external route.

An apology can be appropriate and humane. Support staff should avoid speculation, assigning blame or admitting legal liability. They can say sorry for the person's experience and ensure the concern reaches the right person.

Data incidents and candour

If a complaint suggests harm, data loss, safeguarding risk or urgent symptoms, escalate first. Complaint handling must never delay immediate safety action.