Partnership with patients

To maintain a good relationship with your patients you must:

• make the care of the patient your first and overriding concern.
• give patients information in a way they can understand and make them aware of what to expect. 
• respect patients’ dignity and privacy.
• listen to patients and take account of their views.
• assist patients in exercising their rights and making informed decisions about their care.
• respect the choices they make.

C1

You must make the care of the patient your first and overriding concern.¹⁸⁷

C2

You must give your patients information in a way they can understand and make them aware of what to expect. They should have the opportunity to ask questions or change their mind.¹⁸⁸

C3

You must be alert to unspoken signals which could indicate a patient’s lack of understanding, discomfort, or lack of consent.¹⁸⁹

C4

You should identify yourself clearly to your patients, including your name, as it is shown on the GOC register.

C5

You should not make false or misleading statements, for example when describing your knowledge, experience or specialty.

C6

Only if you are currently a College member can you use the affix MCOptom or FCOptom. You should not use this in conjunction with the affixes D.Opt, FBOA, FSMC or FSAO.

C7

You should give patients the following, as appropriate:

1. full and accurate information about the optometric services you offer
2. an explanation of technical expressions
3. information about their condition
4. a clear description of what can and cannot be achieved with a prescribed appliance
5. written information, for example appointment letters, in:
   • accessible formats, and
   • large print for visually impaired,¹⁹⁰ and
6. clear information about any referrals. See section on Working with colleagues.

C8

You must respect patients’ dignity and privacy. This includes a patient’s right to confidentiality.

C9

You must listen to patients and take account of their views, including their preferences and concerns, responding honestly and appropriately to their questions.

C10

You should not convey disapproval of patients' preferences, life choices or beliefs.

C11

You should encourage patients to comment on the services you provide.

C12

You should make arrangements, where it is practical, to meet patients’ communication and language needs.

C13

If you are responsible for practice staff you should ensure they have relevant training in communication skills and the awareness of visual impairment.

C14

You should allow patients to be accompanied by someone in the consulting room.

C15

You must assist patients fully in exercising their rights and making informed decisions about their care. You must respect the choices they make.

C16

If you are examining children, or adults with learning disabilities or acquired cognitive impairment, you should involve parents or carers in making decisions as appropriate and where it is in the patient’s best interests. See section on Consent.

C17

You should offer patients appropriate written information about local or national services which can help them, for example how those diagnosed with sight-threatening conditions can get help. Leaflets on some eye conditions are available from the College.

C18

You do not have to tolerate abusive behaviour.

C19

If you provide NHS services you must take steps to provide information to disabled patients in a format of their choice. This may, for example, include writing to them in large print, or sending them information electronically. The Optical Confederation has produced guidance on this.¹⁹¹

C20

You should ask for patient consent if you wish to communicate with your patients using electronic methods, such as email or text. You should act promptly if a patient asks to receive their communications in a different format. The Information Governance team of NHS England has provided guidance on using email and text messaging for communication with patients.¹⁹² If you do not provide NHS services, you should take similar steps.

C21

You must explain to patients the costs of the professional services and products you are offering before they commit to payment.^193 194 

C22

You should itemise the costs of:

1. options available for lenses and frames, and
2. any additional features, such as coatings or tints.

National Institute of Health and Care Excellence (2012): Patient experience in adult NHS services: improving the experience of care for people using adult NHS services [Accessed 16 Nov 2017]