Clear communication and predictable visits

A typical optical visit involves several handovers and unfamiliar steps. Patients may book by phone, arrive at reception, complete pre-screening, wait, see a registrant, choose frames, discuss measurements, pay, return for collection and come back for adjustments. If the sequence is not clear, the visit can feel unpredictable and stressful.

Support staff can reduce uncertainty by saying who they are, describing what will happen next and telling the patient how to pause or ask for repetition.

Communication habits that help

• Use plain language: say exactly what will happen and avoid vague phrases.
• Give one step at a time: patients can lose track when instructions run together.
• Avoid idioms: expressions such as "we will squeeze you in" or "it is just routine" may be unclear.
• Allow processing time: pause after asking a question instead of filling the silence.
• Offer written support: short notes, appointment details or next steps reduce memory load.
• Explain roles: say whether you are booking, pre-screening, dispensing support or handing over to a registrant.
• Check understanding gently: ask what would help rather than testing or embarrassing the patient.

Predictable scripts

Short, concrete scripts help. For example: "First I will check your details. Then I will take you to the pre-screening room. The optometrist will explain the results." Or: "I am going to adjust the frame near your right ear. Is that okay?"

When there is a delay, say what you know and what you do not know. For example: "The clinic is running about 15 minutes late. You can wait here, wait outside for 10 minutes, or I can ask my colleague whether a quieter space is available."

GOC communication guardrails

Predictability is an adjustment. Clear steps, clear roles and enough time can prevent avoidable distress.