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GOC Standard 2: Communicating Effectively with Patients in Optical Practice

Practical skills for confident, patient-centred consultations

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GOC Standard 2: Communicating
Communication Matters
Core Principles of Communication
Explaining & Simplifying Info
Verbal and Non-Verbal Techniques
Adapting to Patient Needs
Overcoming Communication Barriers
Building Trust Through Empathy
Empathy & Patient Support
Managing Difficult Conversations
Handling Conflict & Interactions
Checking Understanding
Families & Carers
Exam Pass Notes
Reading List
Completion: GOC Standard 2
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Scenario Page 3: Empathy and Patient Support

Scenario 5: Distressed or Anxious Patient

Scenario

You are seated with a patient in the clinic, the visual field printout on the desk between you. You explain that the test results suggest possible glaucoma and that a referral to the specialist clinic is required. As you talk, the patient becomes visibly upset: their voice quavers, they look away, and they say they are frightened of going blind and are finding it hard to take in what you are saying. You can see they need time and reassurance to process the information.

How should you manage the consultation to acknowledge the patient's distress while still providing the necessary clinical information?

Pause the clinical explanation and acknowledge their feelings: "I can see this news is upsetting, and it's understandable to feel worried."^[3]^[4]
Allow time for silence so the patient can compose themselves, resisting the urge to rush ahead.^[2]
Reassure with balanced, factual information: glaucoma can often be managed effectively when detected early.^[2]
Offer to involve a family member or carer if the patient would like additional support.^[2]^[6]
Summarise key points slowly in plain language and provide written information to take away.^[2]^[5]
Check understanding by asking the patient to explain what they have taken from the discussion so they leave with clarity despite anxiety.^[2]

Scenario 6: Blind Patient Choosing Frames

Scenario

You are assisting a patient who is blind to choose new spectacle frames. The patient cannot use a mirror to see how frames look; instead they rely on description and touch. A family member begins to dominate the conversation, insisting on which frames "look best" and speaking over the patient, who grows quiet and disengaged. The clinical task requires you to keep the patient central to the decision while managing the family member's input.

How should you support the patient so that they remain central to the decision-making process?

Direct conversation to the patient - not only the family member - to reinforce the patient's autonomy.^[1]^[2]
Use descriptive language for frame features: weight, shape, material, and how they feel on the face so the patient can form their own impression.^[5]
Encourage tactile exploration, allowing the patient to handle and compare frames.^[5]
Involve the family member by inviting opinions after the patient has expressed preferences, ensuring the patient's voice comes first.^[2]
Confirm the final choice with the patient directly and record their stated preference in notes.^[1]

References (numbered in text)

2. Communicate effectively with your patients. Standards for optometrists and dispensing opticians / Standards for optical students. General Optical Council. Find (opens in a new tab)
Patient experience in adult NHS services: improving the experience of care for people using adult NHS services. National Institute for Health and Care Excellence (NICE). 2012. Find (opens in a new tab)
SPIKES—A Six‐Step Protocol for Delivering Bad News: Application to the Patient with Cancer. Walter F. Baile; Robert Buckman; Renato Lenzi; et al. The Oncologist. 2000. Find (opens in a new tab)
Empathy and quality of care. Stewart W Mercer; William J Reynolds. British Journal of General Practice. 2002. Find (opens in a new tab)
How to make health care information accessible with RNIB's support. Royal National Institute of Blind People (RNIB). Find (opens in a new tab)
Equality Act 2010. legislation.gov.uk (UK Parliament). 2010. 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):

Acknowledge and validate patient distress before continuing clinical explanations
Allow silence and slow the pace to help emotional processing
Provide balanced, factual reassurance about prognosis and next steps
Use plain-language summaries and give written/accessible take‑home information
Check understanding with teach‑back to ensure key instructions are retained
Direct communication to the patient to maintain autonomy when family are present
Use descriptive language and tactile exploration to support blind patients choosing frames
Involve family or carers only after the patient has expressed preferences and record the patient's choice

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Building Trust Through Empathy Managing Difficult Conversations

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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, Optical Practice Teams
Course Price: Free
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Harvard

Mecourse Lifelong Learning (2025) ‘Scenario Page 3: Empathy and Patient Support’. Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/scenario-page-3-empathy-and-patient-support [Accessed 12 May 2026].

Vancouver

Mecourse Lifelong Learning. Scenario Page 3: Empathy and Patient Support [Internet]. Mecourse Lifelong Learning; 2025 Aug 22 [cited 2026 May 12]. Available from: https://www.mecourse.com/scenario-page-3-empathy-and-patient-support.

Chicago

Mecourse Lifelong Learning. “Scenario Page 3: Empathy and Patient Support.” 2025. https://www.mecourse.com/scenario-page-3-empathy-and-patient-support. Accessed May 12, 2026.

APA

Mecourse Lifelong Learning. (2025, August 22). Scenario Page 3: Empathy and Patient Support. https://www.mecourse.com/scenario-page-3-empathy-and-patient-support

IEEE

Mecourse Lifelong Learning, “Scenario Page 3: Empathy and Patient Support.” Mecourse Lifelong Learning. https://www.mecourse.com/scenario-page-3-empathy-and-patient-support (Accessed: May 12, 2026).

AMA

Mecourse Lifelong Learning. Scenario Page 3: Empathy and Patient Support. Mecourse Lifelong Learning. Published August 22, 2025. Accessed May 12, 2026. https://www.mecourse.com/scenario-page-3-empathy-and-patient-support.

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GOC Standard 2: Communicating Effectively with Patients in Optical Practice

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Scenario Page 3: Empathy and Patient Support

Scenario 5: Distressed or Anxious Patient

Scenario 6: Blind Patient Choosing Frames

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