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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 that patients make.
C1
This Guidance does not change what you must do under the law.
C2
You must make the care of the patient your first and overriding concern.217
C3
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.218
C4
You must be alert to unspoken signals which could indicate a patient’s lack of understanding, discomfort, or lack of consent.219
C5
You should identify yourself clearly to your patients, including providing your name, as it is shown on the GOC register.
C6
You should not make false or misleading statements, for example when describing your knowledge, experience or specialty.
C7
You can only use the affix MCOptom or FCOptom if you are a College member. You should not use these affixes in conjunction with the affixes D.Opt, FBOA, FSMC or FSAO.
C8
  1. information about their condition
  2. a clear description of what can and cannot be achieved with a prescribed appliance
  3. written information, for example appointment letters, in:
    • accessible formats
    • large print for visually impaired220 
  4. clear information about any referrals. See section on Working with colleagues.
C9
You must respect your patients’ dignity and privacy. This includes a patient’s right to confidentiality.
C10
You must listen to patients and take account of their views, including their preferences and concerns, responding honestly and appropriately to their questions.
C11
You should not convey disapproval of patients' preferences, life choices or beliefs.
C12
You should encourage patients to comment on the services you provide.
C13
You should make arrangements, where it is practical, to meet patients’ communication and language needs.
C14
If you are responsible for practice staff, you should ensure they have relevant training in communication skills and awareness of visual impairment.
C15
You should allow patients to be accompanied in the consulting room.
C16
You must assist patients fully in exercising their rights and making informed decisions about their care. You must respect the choices they make.
C17
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.
C18
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.
C19
You do not have to tolerate abusive behaviour.
C20
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.221
C21
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.222 If you do not provide NHS services, you should take similar steps.
C22
You must explain to patients the costs of the professional services and products you are offering before they commit to payment.223 224 
C23
You should itemise the costs of:
  1. options available for lenses and frames
  2. any additional features, such as coatings or tints on spectacles.

References

223 Consumer Protection from Unfair Trading Regulations 2008, SI 1277 [Accessed 20 Nov 2020]
224 Price Marking Order 2004 SI102 [Accessed 20 Nov 2020]