Clinical Consultant to Optical Consumer Complaints Service (OCCS)

The OCCS AERO model is my touchstone.

• Apologise: an authentic apology is the first step in rebuilding trust as a foundation upon which we can build a resolution.
• Explain: be honest and candid and, if appropriate, outline the steps you have taken to prevent recurrence.
• Reassure: whether that is about steps we have taken to prevent recurrence or that the situation will bring no lasting harm or damage, we must do this in a caring empathetic and jargon-free way.
• Own it: take personal accountability for resolving the issue – this is a great way to de-escalate an emotional situation.