Exam Pass Notes

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Memory spine: Notice, Ask, Adjust, Respect, Record, Speak up

• Notice: look for barriers to access, understanding, privacy, comfort, dignity or trust.
• Ask: check what the person needs instead of guessing from appearance, age, accent or background.
• Adjust: use practical changes such as more time, clearer language, written information, quieter space or interpreter routes.
• Respect: protect names, identity, privacy, health details, cost conversations and personal circumstances.
• Record: note helpful adjustments and communication needs according to local procedure.
• Speak up: report unfair treatment, discrimination, repeated barriers and unsafe workarounds.

Core EDI points

• Equality means fair treatment and avoiding unlawful discrimination.
• Diversity recognises difference in identity, background, communication, health, experience and perspective.
• Inclusion means people can use the service, be heard and be treated with dignity.
• In Great Britain, the Equality Act 2010 identifies nine protected characteristics; Northern Ireland has a separate equality framework.
• People may also face barriers from low health literacy, digital exclusion, limited English, poverty, trauma, sensory needs or caring responsibilities.

Discrimination and bias

• Main forms of unfair treatment include direct discrimination, indirect discrimination, harassment and victimisation.
• Bias shows up as jokes, assumptions, rushed explanations, talking only to companions or offering less choice.
• Support staff do not need to identify the precise legal label before raising a concern.
• Customer discrimination toward staff should be recorded and addressed, not ignored or rewarded.

Accessible communication and adjustments

• Use plain language and check understanding in a meaningful way.
• Reasonable adjustments remove disability-related barriers and may include more time, quieter spaces, large print, written notes or communication support.
• Professional interpreting is needed when accuracy, confidentiality, consent, safety or dignity could be affected.
• Children should not be used as interpreters for health information.
• Useful adjustments should be recorded according to local procedure so people do not have to repeat their needs each time.

Privacy, identity and fair optical service

• Use chosen names and respectful forms of address where local policy allows, and handle record mismatches discreetly.
• Do not assume partners, family roles, budgets, digital skills, understanding or what someone will value in frames or lenses.
• Offer a private or quieter space for sensitive questions, cost issues, eligibility, health details or complaints.
• Fair retail practice means transparent options, no pressure and no assumptions about affordability or status.