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GOC Standard 1: Listening to Patients in Optical Practice

Strengthening Patient Partnerships Through Communication

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Listening to Patients
Why Listening Matters
Patient-centred Decision-making
Active Listening Skills
Barriers to Listening
Rushed Consultation
Cultural Sensitivity & Inclusion
Cultural or Language Barrier
Neurodiverse & Learning Needs
Cognitive or Behavioural Challenge
Health Literacy & Accessibility
Listening Across the Lifespan
Family Dynamics (Scenario 4)
Documentation & Continuity of Care
Confidentiality & Lifestyle
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Listening to Patients (GOC Std 1)
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Scenario 3: Cognitive or Behavioural Challenge

Scenario

You are in a clinic room with a patient who has dementia or autism. They struggle to describe concerns, give short answers, and find the flow of questions difficult. A carer is present beside them, but you want to ensure the patient's voice is respected as the primary source. ^[4] ^[1]

How do you adapt listening and communication to support the patient and obtain an accurate history?

Adapt your approach to the patient's cognitive or behavioural needs while keeping focus on their perspective. ^[5] ^[6]
Use clear, simple language and short, single - issue questions. Avoid jargon and abstract phrasing. ^[3] ^[6]
Allow extra processing time. Do not rush to fill silences. ^[3] ^[6]
Offer alternative methods: visual aids or equipment demonstrations; encourage gestures or pointing; repeat or rephrase gently as needed. ^[2] ^[4] ^[6]
Involve carers for collateral history but address questions to the patient and acknowledge the carer's contribution. Treat the patient as the primary source wherever possible. ^[1] ^[2]
Observe non - verbal cues - restlessness, facial expression, difficulty with visual tasks - as valuable data. ^[3] ^[6]
Document the patient's words and your observations, noting where collateral history supplemented the account. ^[1] ^[6]

References (numbered in text)

Standards of practice for optometrists and dispensing opticians (effective from 1 January 2025). General Optical Council. Find (opens in a new tab)
Dementia: assessment, management and support for people living with dementia and their carers (NICE guideline NG97). National Institute for Health and Care Excellence. Find (opens in a new tab)
How to communicate with a person with dementia. Alzheimer's Society. Find (opens in a new tab)
Autism and communication. National Autistic Society. Find (opens in a new tab)
Meeting the needs of autistic adults in mental health services. NHS England (12 December 2023). Find (opens in a new tab)
Sunjaya AM, Schreiber T, Kantilal K, Davies N, Griffiths S. Communication strategies for delivering personalised dementia care and support: a mixed-methods systematic review and narrative synthesis. Age and Ageing. 2025. Find (opens in a new tab)

Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

Use clear, simple language and short, single-issue questions; avoid jargon and abstract phrasing.
Allow extra processing time and tolerate silence; do not rush to fill pauses.
Offer alternative communication methods: visual aids, demonstrations, gestures or pointing.
Address the patient directly while using carers for collateral history; acknowledge the carer's input.
Observe and record non-verbal cues (restlessness, facial expression, task difficulty) as clinical data.
Document the patient's own words and note where collateral history supplemented the account.
Adapt pace, phrasing and testing to the patient's cognitive or behavioural needs to preserve their voice in decision-making.

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Course Snapshot

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Length: 60 minutes CPD (1.00 CE Credits)
Appropriate for: Optometrists, dispensing opticians, optical assistants, practice managers and other optical professionals.
Course Price: Free
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Harvard

Mecourse Lifelong Learning (2025) ‘Scenario 3: Cognitive or Behavioural Challenge’. Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge [Accessed 12 May 2026].

Vancouver

Mecourse Lifelong Learning. Scenario 3: Cognitive or Behavioural Challenge [Internet]. Mecourse Lifelong Learning; 2025 Aug 22 [cited 2026 May 12]. Available from: https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge.

Chicago

Mecourse Lifelong Learning. “Scenario 3: Cognitive or Behavioural Challenge.” 2025. https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge. Accessed May 12, 2026.

APA

Mecourse Lifelong Learning. (2025, August 22). Scenario 3: Cognitive or Behavioural Challenge. https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge

IEEE

Mecourse Lifelong Learning, “Scenario 3: Cognitive or Behavioural Challenge.” Mecourse Lifelong Learning. https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge (Accessed: May 12, 2026).

AMA

Mecourse Lifelong Learning. Scenario 3: Cognitive or Behavioural Challenge. Mecourse Lifelong Learning. Published August 22, 2025. Accessed May 12, 2026. https://www.mecourse.com/scenario-3-cognitive-or-behavioural-challenge.

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