Reading List

A curated Reading List to support and extend learning from Complaints Management for Optical Support Staff.

These sources are official or sector-authoritative. Use them together with local policy, supervision in your role and the relevant GOC Standards courses for further professional context.

Optical standards and routes

• GOC - Standard 18: Respond to complaints effectively
  Sets professional expectations for responding to complaints, respecting the right to complain, advising patients on GOC or OCCS routes and avoiding prejudice to care.
  https://optical.org/standards-and-guidance/standards/standards-of-practice-for-optometrists-and-dispens/18-respond-to-complaints-effectively.html

• GOC - Standards for Optical Businesses 2.1: Open and transparent services
  Explains business responsibilities for transparency, candour, complaint channels, staff roles and patient awareness of practice processes, OCCS, GOC, NHS and ombudsman routes where relevant.
  https://optical.org/standards-and-guidance/standards/standards-for-optical-businesses/2-1-the-services-you-provide-are-open-and-transpar.html

• GOC - How to raise a concern about an optician
  Public guidance on when the GOC may be the appropriate route and what it cannot do, for example refunds, compensation, apologies or legal advice.
  https://optical.org/raising-concerns/raising-concerns-about-an-optician/how-to-raise-a-concern-about-an-optician.html

• Optical Consumer Complaints Service - FAQs for consumers
  Explains how OCCS can assist with consumer optical complaints, why concerns should normally be raised with the practice first and what information supports resolution.
  https://www.opticalcomplaints.co.uk/insights/faqs-consumers/

NHS complaint standards and England routes

• NHS England - Feedback and complaints
  Explains where to start with feedback or complaints about NHS services in England, including ICB responsibility for many local services such as opticians.
  https://www.england.nhs.uk/contact-us/feedback-and-complaints/

• Parliamentary and Health Service Ombudsman - NHS Complaint Standards
  Provides a consistent approach for organisations delivering NHS services in England, including model procedures, guides and complaint-handling resources.
  https://www.ombudsman.org.uk/organisations-we-investigate/complaint-standards/nhs-complaint-standards

Four-nations signposting

• NHS Inform - Making a complaint about your NHS care or treatment
  Scottish NHS complaint guidance. It notes that complaints about a GP practice, pharmacy, dentist or optician should usually be made directly to the practice.
  https://www.nhsinform.scot/care-support-and-rights/health-rights/feedback-and-complaints/making-a-complaint-about-your-nhs-care-or-treatment/

• GOV.WALES - Listening to People
  Welsh Government guidance for NHS Wales complaints, incidents and redress. Concerns raised after 31 March 2026 should follow Listening to People.
  https://www.gov.wales/listening-people-nhs-wales-complaints-incidents-and-redress-process

• Department of Health Northern Ireland - Health and social care complaints
  Northern Ireland guidance on HSC complaints, noting that the provider of the service is responsible for handling complaints.
  https://www.health-ni.gov.uk/topics/health-and-social-care-complaints

Candour, apologies and data incidents

• GOC - Standard 19: Be candid when things have gone wrong
  The professional standard on being open and honest, offering an apology and support, explaining what happened and helping to prevent recurrence when care has gone wrong.
  https://optical.org/standards-and-guidance/standards/standards-of-practice-for-optometrists-and-dispens/19-be-candid-when-things-have-gone-wrong.html

• NHS Resolution - Saying sorry
  Explains why a meaningful apology matters when things go wrong and how this links with the duty of candour.
  https://resolution.nhs.uk/resources/saying-sorry/

• ICO - Personal data breaches: a guide
  Official guidance on recognising, recording, risk-assessing and reporting personal data breaches, including the 72-hour reporting expectation for notifiable breaches.
  https://ico.org.uk/for-organisations/report-a-breach/personal-data-breach/personal-data-breaches-a-guide/

Use these readings to improve local complaint handling, signposting to optical and NHS routes, maintaining factual records, escalating data incidents appropriately and learning from complaint themes.