Exam Pass Notes

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Core memory spine

• Introduce: give your name and role in plain language.
• Explain: state what you can help with and what will happen next.
• Check: look for uncertainty, repeated questions, anxiety or use of the wrong title.
• Clarify: correct misunderstandings politely and avoid titles that mislead.
• Hand over: involve the appropriate colleague when a question belongs to someone else.
• Record: note key handovers, delegated tasks and role-related concerns when required.

Introduction scripts

• "I am one of the reception team. I can help with appointment details and forms."
• "I am an optical assistant. I will do the pre-screening checks before you see the optometrist."
• "I am the optometrist. I will carry out your eye examination and discuss your eye health."
• "I am the dispensing optician. I can advise on lenses, measurements and fitting."
• "I am a student, and my supervisor will check this with you before we finish."

Key role distinctions

• Support staff can explain processes, costs, bookings, collections and practical details approved by the service.
• Registrants answer clinical questions, interpret results, advise on risk and make regulated decisions.
• Students and trainees must have clear introductions and visible supervision.
• Managers may handle service, staffing or complaints, but not all managers can make clinical decisions.
• Patients sometimes use "optician" broadly. Correct any confusion early and politely.

Handover and records

• Tell patients who they will see next and what that person can deal with.
• Use clear handover phrases: "That is a clinical question, so I will ask the optometrist."
• Record delegated activity, supervised involvement, role confusion or handover where local procedure requires it.
• Use consistent team language on the phone, in emails, on the website, at reception and in the consulting room.
• Consider repeated confusion a service issue, not solely an individual error.