Whole-person emergencies in the practice

Optical practices are healthcare settings and public spaces. Patients, companions, staff and visitors can become acutely unwell while booking, waiting, choosing frames, collecting spectacles or attending an examination.

Support staff do not need to diagnose the problem. They must recognise when routine work should stop, summon trained help, follow local emergency procedures and keep the person safe within their role and training.

Examples that need emergency escalation

• Possible stroke: facial droop, arm weakness, speech problems, sudden confusion, sudden severe headache or sudden sight loss.
• Chest pain or breathing difficulty: chest tightness, severe breathlessness, blue lips, collapse or severe allergic reaction.
• Collapse or reduced consciousness: fainting that does not resolve quickly, unresponsiveness, seizure or severe drowsiness.
• Serious fall or head injury: especially with confusion, vomiting, severe pain, bleeding or loss of consciousness.
• Diabetic or other medical emergency: severe confusion, sweating, shaking, weakness or altered behaviour in a person who may be unwell.

Know the practice process

Local emergency arrangements should specify who calls emergency services, who meets the ambulance, who moves other patients away, where first-aid equipment is kept and how the incident is recorded. If someone may be in immediate danger, do not wait for routine approval before using the emergency route.

First aid and competence limits

Whole-person emergencies stop ordinary optical work. Use the emergency process first, then record and debrief.