Director, Pearce and Blackmore Opticians, Cardiff

It is important not to shy away from a difficult conversation with a patient. Be confident in your own ability and take time to clearly explain the problem to the patient, what the next steps are and what, if anything, they have to do.

Use language that they will understand, avoid jargon and offer to write down information for them to take home. Make sure you tell the truth, and avoid exaggerating or underplaying the problem. Follow up by asking if they have understood what you have said and give them the opportunity to ask questions.