Friends, family, colleagues and dual relationships

A dual relationship exists when someone is both a patient or customer and also a friend, relative, neighbour, colleague, social contact or business contact. This situation is common in optical practice, particularly in small communities or long-established practices.

Dual relationships cannot always be avoided but they require clear boundaries. They can create pressure to share information, give informal clinical advice, skip routine checks, offer special discounts, access records without need or avoid documenting difficult decisions.

Keep the ordinary process visible

The safest approach is to apply the same appointment, ordering, payment, record, consent and complaint procedures to people you know as to other patients. Using a fair, consistent process protects both the patient and the relationship.

Useful phrases include, "I need to follow the same process for everyone," "I cannot look at a record unless I am involved in the care," and "Let's keep this through the practice route so your information stays private."

When to hand over

If the personal relationship affects objectivity, if the conversation becomes personal, if the patient requests special treatment, if you feel uncomfortable, or if the matter involves clinical judgement or confidentiality, involve another staff member, a registrant or a manager.

Staff records are especially sensitive. Colleagues must not browse records, discuss details casually or handle a colleague's concern without a legitimate work reason and the correct authority.

Conflicts, gifts and staff records

People you know still need ordinary professional process. Use standard routes, protect records, avoid informal advice and hand over when the relationship creates pressure.