Introducing yourself clearly

A clear introduction is brief, ordinary and repeated when needed. It should tell the patient who you are, what you will do and whether someone else will provide further care.

A good introduction often has three parts: name, role and purpose. For example: "Hello, I am Sam, one of the optical assistants. I will do the pre-screening checks before you see the optometrist."

Plain-language role descriptions

• Reception or admin: "I can help with bookings, forms, messages and practical questions."
• Optical assistant or dispensing support: "I can help with measurements, frame choices, orders and practical information."
• Optometrist: "I will carry out your eye examination and discuss your eye health and prescription."
• Dispensing optician: "I can advise on dispensing, lenses, fitting and appliance choices."
• Contact lens optician: "I can advise on contact lens fitting, checks and aftercare."
• Student or trainee: "I am training, and my work today is supervised by..."

Name badges, lanyards, email signatures and phone greetings can help make roles clear, but they do not replace saying who you are. Many patients may not read a badge, may have visual impairment, may be anxious, or may not understand a title.

Check for understanding

Role introductions work best when staff notice signs of confusion: a patient asking the same question twice, using the wrong title, looking unsure, asking "so are you the doctor?", or asking clinical questions before seeing the registrant.

Use a brief check: "Does that make sense?" "Would you like me to explain who you will see next?" or "Just to be clear, I can help with the practical steps and the optometrist will answer clinical questions."

Names, roles and accessible communication

A clear introduction names the role and the purpose. "I will do pre-screening before you see the optometrist" is safer than "I will do your checks."