Communication preferences and accessible information

Start by asking how the person prefers to communicate. Ask calmly and avoid making them explain more than necessary. A short written or typed question such as "How would you like us to communicate today?" works well.

People may use British Sign Language, lip-read, prefer text, email, captions, a speech-to-text app or written notes. Some rely on a family member for everyday support or a professional interpreter for complex discussions. Others may need large print, Easy Read, pictures or extra time because of sight, literacy, learning difficulty or other access needs.

Communication involves more than words. Face the person and keep your mouth visible where possible. Speak clearly at a normal pace and give one idea at a time. Point to written details, appointment cards, prices or frame options as you explain them. Check understanding by asking the person to explain what they have agreed or what will happen next.

In optical practice, clear communication affects dignity, consent and safety. A person must understand practical tasks such as pre-screening, images, measurements, frame adjustments, costs, collections and aftercare to make an informed choice.

Record helpful adjustments on the patient record or local booking notes where your system allows and where this follows local procedure. This prevents the person having to repeat the same access need each time.

A communication adjustment is part of safe care, not an optional courtesy.

Accessible information and reasonable adjustments