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.
- 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
- You must be alert to unspoken signals which could indicate a patient’s lack of understanding, discomfort, or lack of consent.189
- You should identify yourself clearly to your patients, including your name, as it is shown on the GOC register.
- You should not make false or misleading statements, for example when describing your knowledge, experience or specialty.
- 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.
- You should give patients the following, as appropriate:
- full and accurate information about the optometric services you offer
- an explanation of technical expressions
- information about their condition
- a clear description of what can and cannot be achieved with a prescribed appliance
- written information, for example appointment letters, in:
- accessible formats, and
- large print for visually impaired,190 and
- clear information about any referrals. See section on Working with colleagues.
- You must respect patients’ dignity and privacy. This includes a patient’s right to confidentiality.
- You must listen to patients and take account of their views, including their preferences and concerns, responding honestly and appropriately to their questions.
- You should make arrangements, where it is practical, to meet patients’ communication and language needs.
- If you are responsible for practice staff you should ensure they have relevant training in communication skills and the awareness of visual impairment.
- You must assist patients fully in exercising their rights and making informed decisions about their care. You must respect the choices they make.
- 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.
- 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.
187 General Optical Council. (2016) Standards of Practice for Optometrists and Dispensing Opticians [Accessed 1 March 2017]
188 General Optical Council. (2016) Standards of Practice for Optometrists and Dispensing Opticians [Accessed 1 March 2017]
189 General Optical Council (2016) Standards for Optometrists and Dispensing Opticians, para 2.3 [Accessed 16 Nov 2017]
190 In England, the Accessible Information Standard applies for NHS patients, including those using General Ophthalmic Services [Accessed 14 March 2017
- 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
- 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.
191 Optical Confederation (2016) NHS Accessible Information Standard guidance for community optical practices [Accessed 14 March 2017]
192 NHS England (2016) Using email and text message for communicating with patients - guidance from the Information Governance team at NHS England [Accessed 14 March 2017]
- You must explain to patients the costs of the professional services and products you are offering before they commit to payment.193 194
- You should itemise the costs of:
- options available for lenses and frames, and
- any additional features, such as coatings or tints.
193 Consumer Protection Act 1987 [Accessed 1 March 2017]
194 Price Marking Order 2004, SI102