Compassion for Vulnerable Groups

Certain groups may need additional sensitivity so that compassion is both meaningful and effective. Children, older adults, neurodiverse patients, those with dementia, and individuals experiencing mental health challenges may all experience consultations differently. Adapting communication and behaviour is central to meeting GOC Standard 4. ^[1]

Children

• Use age-appropriate language and explanations.
• Allow extra time for reassurance, especially when equipment feels unfamiliar.
• Involve parents or carers while ensuring the child remains directly engaged.

These approaches help reduce distress and improve cooperation. ^[2]

Older adults

• Speak clearly and at a measured pace, accommodating hearing and vision needs.
• Allow time for decision-making without rushing.
• Recognise the emotional impact of progressive eye disease and offer reassurance about support services.

This helps maintain dignity and confidence. ^[3][7][8]

Neurodiverse patients

• Provide clear, structured explanations without jargon.
• Break procedures into small, manageable steps.
• Reduce sensory overload by minimising noise, bright light, or unnecessary changes.

These adjustments ensure care is experienced as supportive, not overwhelming. ^[4]

Patients with dementia

Compassion can be shown by offering gentle redirection when the patient becomes unsettled, using familiar language with visual or tactile prompts to aid understanding, and involving carers for support while still addressing the patient directly. ^[5]

Where confusion persists, it may be kinder to postpone or simplify the examination, documenting the reasons and arranging follow-up. ^[6]

Patients experiencing mental health challenges

A compassionate approach includes attentive listening and validation of feelings, avoidance of judgemental language with reassurance where appropriate, and flexibility-such as shorter steps within the consultation or arranged follow-up support-so engagement with care remains manageable. ^[9]

References (numbered in text) Why we include references

1. Standards of practice for optometrists and dispensing opticians — 4. Show care and compassion for your patients. General Optical Council. Find (opens in a new tab)
2. 0–18 years: guidance for all doctors — Communication and support. General Medical Council. Find (opens in a new tab)
3. Accessible Information Standard – How to meet the standard. NHS England. Find (opens in a new tab)
4. Autism spectrum disorder in under 19s: support and management (NICE guideline CG170). National Institute for Health and Care Excellence. Published: 28 August 2013; Last updated: 14 June 2021. Find (opens in a new tab)
5. Examining patients with dementia or other acquired cognitive impairment. The College of Optometrists. Find (opens in a new tab)
6. Bowen M, Edgar DF, Hancock B, Haque S, Shah R, Buchanan S, Iliffe S, Maskell S, Pickett J, O'Leary N. The Prevalence of Visual Impairment in People with Dementia (the PrOVIDe study): a cross-sectional study of people aged 60–89 years with dementia and qualitative exploration of individual, carer and professional perspectives. NIHR Journals Library. 2016. Find (opens in a new tab)
7. Making decisions: a guide for people who work in health and social care (Mental Capacity Act guidance). GOV.UK. Find (opens in a new tab)
8. Voice of the customer: The emotional impact of sight loss. RNIB. 2024. Find (opens in a new tab)
9. Service user experience in adult mental health: improving the experience of care for people using adult NHS mental health services (NICE guideline CG136). National Institute for Health and Care Excellence. Published: 14 December 2011. Find (opens in a new tab)