Taking My Prescription Elsewhere – What to Know

Once we have had our sight test and recommended to update those spectacles, what do we do? Do we stick with the testing optician or do we twist to an alternative, whether that be price or choice motivated?

The OCCS are here to help  inform your decision-making when looking to dispense your prescription and to equip you with the knowledge of what to do when things don’t go to plan…

When we take our prescription elsewhere and issues arise, we would be forgiven not knowing where to turn. Is this a prescribing practice problem, or do I return to where I purchased the spectacles?
Common frustrations on being sent back and forth between the two can also occur when practice’s are also unsure of who is responsible.

With this the Optical Confederation: The voice of UK optics – that align views and core values among their partner organisations;  issued guidance on this situation.

Due to the nature of sight testing being subjective, it can occur that prescription require some alterations, following being dispensed and experienced in the ‘real world’. This is referred to as ‘non-tolerance’.
The Optical Confederations guidance on managing non-tolerances:
The guidelines explain that has a dispensing practice has entered into a monetary contract with the consumer and therefore “accept responsibility for financing and managing any non-tolerance issues”

These guidelines are to help minimise the to-and-fro–ing of the consumer between the two practices.

They do suggest that in the case of  a dispensing practice having to remake spectacles due to a prescribing error, to take this up independently with the prescribing practice to come to an arrangement if they wish to recoup any cost price charges.

“In some situations it may be necessary for the dispensing practice and the prescribing practice to agree an appropriate course of action. For example in cases where there is a clear clerical error in the prescription the prescribing practice should pay the cost price of putting it right. In cases of genuine non-tolerance the dispensing practice should cover any costs involved.”

https://www.opticalconfederation.org.uk/

This would therefore encourage a consumer to revisit the dispensing practice, to discuss their purchase and for them to investigate and rectify any issues they may find.

The OCCS refer to this guidance to both consumers and practitioners when queries are received.
While frustrations may be with the prescribing practice for the inconvenience felt, under this guidance, the dispensing practice are accepting the responsibility of your prescription when they accept your order, just as if you had the sight test with them originally.

It is important to remember that all consumers have the right to take their prescription elsewhere for dispensing, while equally important remembering these following guidance:

1. Sight tests are subjective in nature. Results are based on past clinical history, medication, patient responses, tiredness, lighting etc.  Therefore an optician makes a professional judgement regarding the prescription which is ultimately prescribed- with this in mind, it is not uncommon for a prescription to require some modification/alteration, once experienced day-to-day.
   When dispensing with the same optician this is factored into their business and therefore, retests and remakes should be free of charge (excluding any upgrades, or changes falling outside the realms of tolerance)
2. Not all optical providers are regulated: you may find some Online providers are not registered with the governing body, General Optical Council.
   There are a few specific activities that can only be performed by a GOC registrant but it is likely that the circumstances of any complaint involve actions that are permitted to be undertaken by a non-regulated practitioner.
   Although we are an independent organisation, we are funded by the GOC to provide complaints mediation for opticians across the UK. Part of the criteria for us to liaise with a practice and get their engagement is for the practice to be registered with and regulated by the GOC. Therefore if you do end up with a complaint we would be unable to assist you on this occasion. The options available to you in these circumstances are:

• Contact the Citizens Advice Bureau for guidance on consumer rights and if necessary how to issue court proceedings in the small claims court at the county court
• Visit https://www.gov.uk/make-court-claim-for-money/overview for information and the necessary forms

We hope our guidance helps to inform your decision-making and equip you if you ever need to raise concerns.