Overview
The complainant (Mr C) raised his concerns that his optometrist (Optometrist 1) failed to provide reasonable care and treatment to him at his visit on 8 January 2008. Mr C considers that the prescription he was given was significantly different to that which should have been prescribed.
Specific complaint and conclusion
The complaint which has been investigated is that Optometrist 1 failed to provide reasonable care and treatment to Mr C at his visit of 8 January 2008 (upheld).
Redress and recommendations
The Ombudsman recommends that Optometrist 1:
- (i) provide patients with a warning (which should be recorded on their record cards) that a reduced power prescription may require some adjustment;
- (ii) review the way he communicates the possible implications of reducing a myopic prescription with a patient and records this communication in the clinical records; and
- (iii) review the way he operates his formal complaints procedure when providing NHS services to ensure that complaints are considered in line with the NHS complaints guidance. Optometrist 1 has viewed a draft of this report.
He has made clear that he does not accept the conclusion in the report but has accepted the recommendations and will act on them.