Standards for optical businesses
1.3 Communication is clear and effective
Why is this Standard necessary?
Clear communication with patients is vital to be able to provide suitable care to them and ensure that they are involved in making decisions about their own healthcare. It is also important that they know what they can expect from their optical care and have a realistic understanding of what can be provided so that their expectations can be managed.
To achieve this, your business:
- Provides information that is accessible to patients in a way they understand, taking into consideration individual needs and requirements. This could include what might be necessary in specific contexts such as requirements in the provision of NHS services; additional needs of the patient such as a learning disability; and any speech or communication difficulties;
- Ensures, so far as possible, that operational or commercial pressures do not inhibit staff from allowing patients the time they need to process any information given to them and the opportunity to change their mind;
- Provides, or makes available to staff, information for patients about any change to their prescribed products or appliances, to ensure that patients are able to decide about their own care;
- Communicates effectively with a variety of persons, including patients, carers, professional colleagues and others;
- Provides patients or carers with the information they need to be able to safely use, administer or look after medications or medical devices (including software and other technologies) that they have been prescribed or directed to use in order to manage their eye conditions;
- Delivers sensitive information with care and compassion.