Challenging conversations

However, it is important to feel comfortable navigating these pathways in line with the General Optical Council’s (GOC) Standards of practice. Here,the AOP’s head of clinical and regulatory, Henry Leonard, delves into two common scenarios that locums may face in practice and advises on how to approach them.

Scenario one: I was locuming in a practice for the first time. When I arrived, I was given my list of patients for the day and noticed that the eye examination periods were shorter than what I had been informed. I embraced it but felt rushed and struggled to keep up. How can I raise this with the practice owner?

Henry’s advice: “If the appointments were shorter than previously agreed, this is something you should raise with the practice owner or manager as soon as possible. It’s a good idea to put this in writing, perhaps in an email, so there is a record of the issue you have encountered. In future, you may wish to ask practices to confirm this kind of information in writing ahead of the visit, to ensure both parties understand what is expected in advance, which reduces the risks of any misunderstandings arising on the day.

“As a healthcare professional, it’s important to raise these kinds of issues promptly, politely and professionally. You could start by highlighting what went well on the day, such as a member of staff who was especially helpful, before moving on to your concern about the length of the appointments. You can explain that your main concern is the welfare of patients, and you also don’t want to bring the company into disrepute by having to rush examinations, which could lead to complaints. You could finish the email by confirming that you are keen to continue working at the practice in future and you would be happy to work together to find ways to make the clinics run as smoothly as possible going forwards, in the best interests of all parties.”

“As a healthcare professional, it’s important to raise these kinds of issues promptly, politely and professionally”

Scenario two: I have returned to a practice to locum on and off at different intervals for a number of years. On occasions I have heard a non-clinical member of the team talk about patients with other staff members inappropriately. As a non-permanent member of staff, I am nervous raising this. Do you have any advice?

Henry’s advice: “Most optometry practices will have data protection policies and procedures which staff are required to follow, to ensure the practice is complying with data protection legislation. In addition, individuals and business registrants have a duty to respect and maintain confidentiality, under the GOC’s Standards.

“If non-clinical members of staff are discussing patients with other members of staff inappropriately, this is something you should raise with the practice owner or manager, especially if the comments include information the patient has disclosed as part of their visit and/or there is any risk of patients or members of the public overhearing these comments. Data controllers also have certain legal responsibilities in respect of the personal data they hold about individuals, so it’s important to discuss these kinds of concerns with the practice owner promptly to allow them to take appropriate action.

“This is a scenario where a less formal approach would be appropriate, and raising your concerns verbally with the practice manager is likely to be sufficient. You could explain that you have heard some members of staff discussing patients inappropriately and suggest that it might be helpful to arrange some staff training on the topic.”

For assistance in raising these kinds of issues, contact the AOP’s clinical and regulatory team: regulation@aop.org.uk