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Richard Edwards joined the OCCS team in 2014 when Nockolds was appointed to deliver the OCCS by the General Optical Council after a strategic introduction at Optrafair in London. Richard has been instrumental in developing the OCCS into the effective and successful service that it is today. In helping consumers and practices to resolve some of our most complex and protracted complaints, Richard had deployed his vast experience in optics to improve the outcomes for so many individual complainants and practice teams. In addition to this Richard has worked extensively with OCCS colleagues, the GOC team and stakeholders to evolve a more proportionate and continuous improvement-based approach to complaints and concerns, which has had, and will continue to have a positive impact on the lives of optical professionals and patients for many years to come. Richard’s work with the GOC around acceptance criteria, the remodelling of FtP triage and identifying early trends and potential communication ‘hot spots’ such as in myopia management has contributed to optics regulation being seen as forward looking and agile. The CPD outreach work Richard has delivered over the last 10 years means the OCCS insight has been shared with thousands of optical professionals. This has enabled the OCCS to share the AERO © complaint framework, and improve the understanding and confidence in effective complaint resolution as well as the role of the GOC as a regulator.
Jennie Jones, Head of the OCCS shares her reflections on working with Richard:
“Working with Richard and witnessing first hand the impact he has had on the sector is one of the highlights of my professional career so far. Richard is indeed a ‘special one’ in that he combines humour, warmth with strategic intellect that always keeps the end in mind and people at the centre. I’ll miss working alongside Richard’s wisdom, his football analogies as well as the focus and drive that are part of Richard’s DNA. Thank you Richard from all of us at the OCCS, all the consumers and practice colleagues that you have interacted with and stakeholder colleagues. We have all benefited hugely from your work in optics not only over the last decade, but across a long and successful career. Thank you for the parting gift of helping us to introduce Paul Chapman-Hatchett to the OCCS Clinical Advisor Role. Enjoy some well deserved fun and freedom…and this is not goodbye!”
The OCCS would like to wish Richard a long, happy and fun filled retirement.
