Optician refusing to provide prescription

BananaRepublic

I had an eye test and bought new glasses recently - quite expensive ones - and the optician wouldn't give me the prescription when I collected the glasses. Said it needed signing by the person who did the test. I've emailed them for it, and had no response. SpecSavers gave me the prescription when I was tested for contacts without being asked. I know I am legally entitled to it, but is this dodgy business practice commonplace? It makes me angry that I spent a lot of money on the test and glasses, and yet they are playing games with me.

My last glasses were from a local independent, and they also did not provide the prescription though in that case I did not ask for it.

They also refused to give me the IPD, sadly they are not legally obliged to provide it even though SpecSavers did. If only SpecSavers had the frames I wanted, I've found in the past that their service is at least as good as that from local indies.

Undervalued

BananaRepublic wrote: »

I had an eye test and bought new glasses recently - quite expensive ones - and the optician wouldn't give me the prescription when I collected the glasses. Said it needed signing by the person who did the test. I've emailed them for it, and had no response. SpecSavers gave me the prescription when I was tested for contacts without being asked. I know I am legally entitled to it, but is this dodgy business practice commonplace? It makes me angry that I spent a lot of money on the test and glasses, and yet they are playing games with me.

My last glasses were from a local independent, and they also did not provide the prescription though in that case I did not ask for it.

They also refused to give me the IPD, sadly they are not legally obliged to provide it even though SpecSavers did. If only SpecSavers had the frames I wanted, I've found in the past that their service is at least as good as that from local indies.

They are legally required to provide a copy of the prescription.

However they are also correct that it has to be signed by the optician who tested your eyes and that they are not obliged to tell you the PD. So you can insist on the prescription but not the PD.

The PD won't have changed so assuming it was been measured correctly the previous time that is largely irrelevant.

Have a read of this thread for interest.....

https://forums.moneysavingexpert.com/discussion/5954775/how-do-opticians-survive

Edit:

Sorry, just noticed you started the thread I have linked! However maybe it is of interest to others.

BananaRepublic

Thanks for the reply. I found this link:

https://www.glassesdirect.co.uk/your-prescription/

Quote:

Top five things to tell an uppity optician
(who doesn't want to give you your prescription and is trampling General Optical Council regulations)

1. It's the law. You have to give me my written prescription immediately following my eye test.

Here is the formal advice for opticians:

https://www.abdo.org.uk/wp-content/uploads/2012/07/AG-Section-2-August-2013.pdf

It has been 5 weeks since I had the eye test ...

Some of these opticians are worse than used car sales people.

Undervalued

BananaRepublic wrote: »

Thanks for the reply. I found this link:

https://www.glassesdirect.co.uk/your-prescription/

Quote:

Top five things to tell an uppity optician
(who doesn't want to give you your prescription and is trampling General Optical Council regulations)

1. It's the law. You have to give me my written prescription immediately following my eye test.

Here is the formal advice for opticians:

https://www.abdo.org.uk/wp-content/uploads/2012/07/AG-Section-2-August-2013.pdf

It has been 5 weeks since I had the eye test ...

Some of these opticians are worse than used car sales people.

Maybe a touch strong but I am inclined to agree!

Hence my comments in the other thread about it being a consequence of their lost leader business model.

Doesn't excuse them bending / breaking the law but it does provide some context.

The document you linked is of course guidelines and not the actual Opticians Act and is now out of date due to the GDPR etc.

This bit took my eye....

2.8.2 The PD is not a required part of the prescription. It is in the patient’s best interests that their spectacles be dispensed by a registered optician and that the patient's PD is considered to be part of the dispensing, rather than prescribing process.

Patient's best interest!!!! Really?

Struggle to see that it is in the best interest of their wallet! Can't help feeling their trade body latched on to this loophole with glee when they were forced to release the prescription.

BananaRepublic

I'm not convinced it isn't a legal obligation or that GDPR has an impact. This is a link to a page by a legal firm which states that they are obliged to provide the prescription;

https://www.opticalcomplaints.co.uk/resources/faqs

This is from the NHS:

https://www.nhs.uk/using-the-nhs/nhs-services/opticians/visiting-an-optician/

"Following an eye test your ophthalmic practitioner is legally required to provide you with your optical prescription or a statement setting out that you have been referred for further tests."

Honestly I've not even had a reply to my email never mind an apology. Good service? Nope.

Undervalued

BananaRepublic wrote: »

I'm not convinced it isn't a legal obligation or that GDPR has an impact. This is a link to a page by a legal firm which states that they are obliged to provide the prescription;

https://www.opticalcomplaints.co.uk/resources/faqs

This is from the NHS:

https://www.nhs.uk/using-the-nhs/nhs-services/opticians/visiting-an-optician/

"Following an eye test your ophthalmic practitioner is legally required to provide you with your optical prescription or a statement setting out that you have been referred for further tests."

Honestly I've not even had a reply to my email never mind an apology. Good service? Nope.

It is a legal obligation, I wasn't suggesting otherwise!

I was merely pointing out that the page you linked was from the optician's "trade union" and emphasised the legal dodges like not providing the PD measurement and claiming that it was in the patient's "best interest" to get their specs from the prescribing optician.

BananaRepublic

Undervalued wrote: »

It is a legal obligation, I wasn't suggesting otherwise!

I was merely pointing out that the page you linked was from the optician's "trade union" and emphasised the legal dodges like not providing the PD measurement and claiming that it was in the patient's "best interest" to get their specs from the prescribing optician.

Okay, thanks.

Not the first time an industry body has behaved in that manner I fear.

kirtondm

If they don't respond you could always issue a formal request for the infromation via a GDPR request.

Yes they are legally obligied to give you a copy of rx following sight test.

Intrestingyl if they have the PD recoreded they would also have to give you that via a GDPR request as far as my understanding goes.

Undervalued

kirtondm wrote: »

If they don't respond you could always issue a formal request for the infromation via a GDPR request.

Yes they are legally obligied to give you a copy of rx following sight test.

Intrestingyl if they have the PD recoreded they would also have to give you that via a GDPR request as far as my understanding goes.

Yes, that aspect was mentioned in a previous thread and makes it harder for an optician to withhold that information.

Obviously though they could avoid writing it down until the spectacle order is placed! Whilst the optician needs to know the PD to set a trial frame etc correctly, I would imagine he could legitimately avoid recording that figure during the sight test as it is not part of the prescription!

Whether that is a "professional" way to behave is another matter!

BananaRepublic

Undervalued wrote: »

Yes, that aspect was mentioned in a previous thread and makes it harder for an optician to withhold that information.

Obviously though they could avoid writing it down until the spectacle order is placed! Whilst the optician needs to know the PD to set a trial frame etc correctly, I would imagine he could legitimately avoid recording that figure during the sight test as it is not part of the prescription!

Whether that is a "professional" way to behave is another matter!

I’ve spent a significant sum of money with these people, and I now find they don’t even fulfil their legal obligations. It’s destroyed trust, and marred the purchase. I wonder if they think this behaviour will encourage me to go back as and when I need new lenses etc?

sheramber

The dispensing assistant checks for my PD. The optician does not do it during the sight test.

The prescription should be given at the time. if not ask for it then. the optician is available to sign it.