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GOC Standard 11: Bullying and Harassment in Optical Practice (Level 1)

Creating a Safe and Respectful Workplace for All Colleagues (Within S11)

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GOC Standard 11: Bullying
Why Workplace Behaviour Matters
Legal & Professional Framework
Defining Bullying & Harassment
Everyday Bullying
Recognising Impact
Scenario: Sexual Harassment
Responding to Bullying & Harassment
Respectful Workplace
Responding Constructively
Reflection & Improvement
Exam Pass Notes: GOC Standard 11
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Scenario Page 1: Everyday Bullying

Scenario 1: Persistent Criticism

Scenario

You are in the patient area when a senior colleague routinely corrects an optical assistant aloud in front of waiting patients: "You always mess up PDs - let me fix it properly." Patients exchange amused looks; the assistant grows visibly hesitant, rushes measurements, and avoids asking clarification questions. The dynamic is undermining the assistant's confidence and affecting the quality of care.

What are the risks and how should this be addressed?

Protect safety and dignity now: move feedback out of public view; re-measure with the assistant privately, modelling the correct technique.^[4]^[3]
Name the behaviour: explain its effect on patient confidence and error risk; agree on private coaching sessions and objective sign-off criteria.^[1]^[3]
Create accountability: document expectations, set review dates, and route any recurrence into formal management processes; provide the assistant with support (mentor, scheduled practice).^[1]^[3]

Scenario 2: "Just Banter"

Scenario

In the staff room, two members repeatedly make jokes about a colleague's weight and clothing, dismissing concerns with "we treat everyone the same - don't be so sensitive." The targeted colleague has started avoiding the staff room and has called in sick twice, clearly distressed by the comments.

How should this be challenged proportionately and effectively?

Intervene early and clearly: state that comments about bodies are unacceptable; reference policy and potential harassment under the Equality Act (sex/disability).^[3]^[4]
Support the affected colleague: check what outcome they want (cease behaviour, informal apology, formal complaint); signpost to occupational health.^[2]
Follow through: brief the manager/safeguarding lead; record the incident and actions; deliver team reminders on respectful communication and bystander expectations.^[6]^[1]

Codes of conduct

A workplace code of conduct sets out the baseline for respectful behaviour. Even if some staff believe their own comments or style cause no harm, the code provides a shared reference point that makes expectations clear for everyone. For it to work, however, it must be applied consistently. Without active enforcement, a code of conduct risks becoming a paper exercise. Regular reminders, fair follow-up, and leadership modelling turn it into a practical tool that supports dignity, safety, and teamwork. ^[1]^[2]

References (numbered in text)

Standards for optical businesses (effective from 1 January 2025) — General Optical Council Find (opens in a new tab)
Supporting our staff: a toolkit to promote cultures of civility and respect — NHS England Find (opens in a new tab)
Sexual harassment and harassment at work: technical guidance — Equality and Human Rights Commission (Published 15 January 2020) Find (opens in a new tab)
Harassment - Discrimination at work — Acas Find (opens in a new tab)
An investigation into the relationships between bullying, discrimination, burnout and patient safety in nurses and midwives: is burnout a mediator? — Judith Johnson; Lorraine Cameron; Lucy Mitchinson; Mayur Parmar; Gail Opio-Te; Gemma Louch; Angela Grange; Journal of Research in Nursing, 2019 Find (opens in a new tab)
Factors influencing the behavior of bystanders to workplace bullying in healthcare: A qualitative descriptive interview study — Sandra Jönsson; Tuija Muhonen; Research in Nursing & Health, 2022 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):

Remove feedback from public settings to protect dignity and patient confidence
Model correct technique and provide private coaching and objective sign-off
Name and explain the harmful behaviour and its impact on safety and morale
Document incidents, set clear expectations and review dates, escalate if behaviour recurs
Challenge 'banter' early, reference policy and relevant equality protections
Ask the affected colleague what outcome they want and offer support/referral (occupational health, EAP)
Record actions, brief managers/safeguarding leads and reinforce bystander responsibilities
Use proportionate responses: informal remediation where appropriate, formal processes when needed

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Course Snapshot

5.0 (1 rating)

Length: 45 minutes CPD (0.75 CE Credits)
Appropriate for: Optometrists, dispensing opticians, practice managers, optical assistants, reception staff and practice owners.
Course Price: Free
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Mecourse Lifelong Learning (2025) ‘Scenario Page 1: Everyday Bullying’. Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/scenario-page-1-everyday-bullying [Accessed 12 May 2026].

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GOC Standard 11: Bullying and Harassment in Optical Practice (Level 1)

Reputation

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Scenario Page 1: Everyday Bullying

Scenario 1: Persistent Criticism

Scenario 2: "Just Banter"

Codes of conduct

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