Standards for optometrists and dispensing opticians

19. Be candid when things have gone wrong

Be open and honest with your patients when you have identified that things have gone wrong with their treatment or care which has resulted in them suffering harm or distress or where there may be implications for future patient care. You must:
1. Tell the patient or, where appropriate, the patient’s advocate, carer or family that something has gone wrong.
2. Offer an apology.
3. Offer appropriate remedy or support to put matters right (if possible).
4. Explain fully and promptly what has happened and the likely short-term and long-term effects.
5. Outline what you will do, where possible, to prevent reoccurrence and improve future patient care.
Be open and honest with your colleagues, employers and relevant organisations, and take part in reviews and investigations when requested, and with the General Optical Council, raising concerns where appropriate. Support and encourage your colleagues to be open and honest, and not stop someone from raising concerns.
Ensure that when things go wrong, you take account of your obligations to reflect and improve your practice as outlined in standard 5.

See standard 5 for more information on how to reflect and improve your practice.