Communicating during optical tasks

Optical support work often requires close-contact tasks such as positioning someone at a device, explaining pre-screening, taking measurements, helping with frame choice, adjusting spectacles, checking fit, handling repairs or explaining collection and aftercare.

Before each task, tell the person what you will do and check they agree. Make sure they can see your face or read any written instruction before you move behind them or touch frames, ears, hair, head position or hearing aids.

Hearing aids and spectacles can interact. Spectacle arms may press on hearing aids and adjustments can dislodge a device. A patient may remove hearing aids during fitting or may miss instructions when you are behind them. Explain what is happening and ask what would help.

Use visual prompts where possible. Point to the frame, mirror, measurement marker, collection slip or aftercare leaflet. Keep spoken instructions brief. Pause between steps and check the person knows what will happen next.

If the person asks a clinical question, reports urgent symptoms or seems unsure about a clinical decision, fetch the optometrist, dispensing optician or other appropriate registrant. Support staff should not guess clinical answers.

Before moving behind a patient or touching frames, hearing aids or head position, make sure they know what you are about to do and have agreed.

This video gives practical advice from a Deaf person on clearer communication. It emphasises patience, repeating or rephrasing information, and persisting when communication is difficult.

It recommends gaining attention before speaking, using writing or typing if speech is not effective, and asking the person which methods they prefer.

It warns against shouting, exaggerated lip movements, fast speech, mumbling or covering your mouth. For optical staff, this means keeping communication natural, visible and respectful.