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GOC Standard 13: Respect, Fairness, and Non-Discrimination in Optical Practice

Supporting Professional Integrity Through Everyday Actions

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Respect, Fairness & Inclusion
Respect & Fairness
Respect in Everyday Practice
Everyday Respect
Fairness in Patient Care
Fairness in Action
Avoiding Discrimination
Discrimination in Practice
Managing Disrespect
Handling Disrespectful Behaviour
Reflection & Continuous Improvement
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GOC Standard 13 Completion
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Scenario Page 4: Handling Disrespectful Behaviour

Scenarios help teams rehearse language and boundaries. The goal is to keep the patient central, act proportionately, and leave a clear record. ^[1]^[5]

Scenario

A clinic room where a routine consultation is under way. The patient is present and attempting to answer questions, but a family member repeatedly speaks over them and answers every question on their behalf. The clinician notices the patient becoming quieter and deferring to the relative, appearing sidelined.

How can the clinician keep the patient's voice central?

Thank the family member for their input and set a clear ground rule: questions will be addressed to the patient first. ^[2]^[4]
Offer a short private one-to-one segment for any sensitive topics, with the patient's consent. ^[2]^[3]
Invite the family member back afterwards to agree the plan, ensuring the patient has had primary input. ^[2]^[4]
Record who contributed to the consultation and document any private time taken, including that it was with the patient's consent. ^[5]

Scenario

A consultation becomes tense when a patient uses discriminatory language about a staff member present or referenced. The comment is heard by the team, and one colleague looks visibly upset.

What professional response sets boundaries without escalating harm?

State the boundary calmly and clearly, referencing the practice's zero-tolerance policy for discriminatory language. ^[6]^[4]
Offer to continue the appointment once respectful language is used; if the patient refuses, end the appointment safely and rebook with clear conditions for future attendance. ^[7]^[6]
Inform leadership about the incident and provide support to the colleague targeted. ^[7]^[6]
Record the exchange and the actions taken in the patient record. ^[5]

Accountability details for both scenarios

Who set the boundary. ^[5]
What policy or script was used. ^[4]^[6]
When any pause or rebooking occurred. ^[5]^[7]
Why the action protected staff and patient dignity. ^[3]^[6]

References (numbered in text)

Role-play for medical students learning about communication: Guidelines for maximising benefits — Debra Nestel; Tanya Tierney; BMC Medical Education (2007). Find (opens in a new tab)
Decision-making and mental capacity — National Institute for Health and Care Excellence (NICE). Find (opens in a new tab)
Regulation 10: Dignity and respect — Care Quality Commission (2023). Find (opens in a new tab)
Standards for optical businesses (effective from 1 January 2025) — General Optical Council (2025). Find (opens in a new tab)
Good medical practice — General Medical Council (2024). Find (opens in a new tab)
Managing discrimination from patients and their guardians and relatives — British Medical Association. Find (opens in a new tab)
Violence prevention and reduction standard — NHS England (2024). 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 scenario rehearsal to practise language, boundaries and proportional responses.
Keep the patient's autonomy central by directing questions to them first.
Offer short one-to-one time for sensitive topics and return the family/carer afterwards.
Record who contributed, any private time taken and that consent was obtained.
Set clear, calm boundaries when patients use discriminatory or abusive language.
Reference a zero-tolerance policy, offer to continue if respectful language is used, or end/rebook safely if necessary.
Inform leadership and provide support to targeted staff following incidents.
Document accountability details: who set the boundary, which policy or script was used, timing of pauses/rebooking, and rationale protecting dignity.

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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, reception staff, locums and students in UK optical services.
Course Price: Free
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Mecourse Lifelong Learning. Scenario Page 4: Handling Disrespectful Behaviour. Mecourse Lifelong Learning. Published August 22, 2025. Accessed May 12, 2026. https://www.mecourse.com/scenario-page-4-handling-disrespectful-behaviour.

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GOC Standard 13: Respect, Fairness, and Non-Discrimination in Optical Practice

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Scenario Page 4: Handling Disrespectful Behaviour

Accountability details for both scenarios

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