Bias, racism and culturally unsafe behaviour

Culturally unsafe practice is not always obvious. It can show up as shortcuts, jokes, assumptions, impatience, unequal choices, public embarrassment, ignored complaints or decisions made about people rather than with them. It also occurs when staff are expected to tolerate discriminatory behaviour from customers or colleagues.

Common risks in optical support work

• Stereotypes: assuming beliefs, literacy, family roles, income or priorities from appearance, accent, name or religion.
• Microaggressions: repeated small remarks such as "good English", "difficult names" or asking where someone is "really from".
• Retail unfairness: offering fewer options, less time or different explanations based on assumptions about affordability.
• Language impatience: rushing, raising volume instead of clarifying, or treating limited English as low intelligence.
• Customer discrimination: requests not to be served by someone because of race, accent, dress, nationality or perceived religion.
• Staff exclusion: jokes, isolation or unequal support for colleagues from minoritised backgrounds.

Cultural sensitivity does not mean accepting abuse. A patient or customer may have access needs, distress or communication barriers, but racism, harassment or discriminatory refusal of staff should be challenged and escalated under local policy.

Legal, GOC and manager detail

Culturally safe services protect patients and staff. Bias, racism and discriminatory requests should be named, recorded and escalated.