02 October 2025
When Steve Coombs was on holiday in Scotland, he began to notice reduced peripheral vision and a circular blind spot in his right eye.
The thorough assessment and urgent referral he received from a North Ayrshire independent practice helped to ensure that he received timely retinal detachment surgery.
The care provided to Coombs by Eyeglass Opticians is one example of the important role that dispensing opticians, optical assistants and receptionists play in ensuring that patients with urgent eye concerns are seen at the right time, by the right person.
Dispensing optician and practice director, Anne Allan, explained that she took Coombs through a series of triage questions.
“It was apparent that Steve required an appointment on the same day. He was experiencing symptoms of a possible detached retina and mentioned loss of sight in his right eye nasally,” she said.
While Allan completed the triage questions with Coombs, dispensing optician, Rachael Merrilees, rearranged the appointment diary so that Coombs could be seen on the same day.
An examination by Eyeglass Opticians practice director and IP optometrist, Lynn Maclaren, confirmed a macula off retinal detachment.
Coombs received an urgent referral to Gartnavel General Hospital before being transferred to Moorfields Eye Hospital for surgery.
Merrilees, who was a trainee dispensing optician at the time, told OT that effective triage helps to reduce the risk of avoidable sight loss.
“Following the red flag system on the triage form, I have learned the keywords that help identify when something is an emergency and requires urgent attention,” she said.
“Furthering my education and gaining my FBDO qualification has allowed me to triage efficiently with my expert knowledge,” Merrilees added.
She highlighted that the triage process enabled Coombs to be seen urgently within hospital and supported the best possible outcome for his sight.
“It is rewarding to know that you have helped someone in a correct and timely manner,” Allan said.
Allan explained that in her role she triages all patients who call the practice or walk in with eye concerns.
“As I am on the shop floor, I am one of the first points of contact for anyone entering the practice,” she said.
“The people who need to be seen promptly do not then slip through the net – that is effective triage”
Perfecting the process
Eyeglass Opticians practice director and IP optometrist, Lynn Maclaren, shared with OT that she uses a triage form that supports staff in identifying red flags.
She added that this form helps staff to know who should be seen as a same-day emergency appointment and who can safely wait.
“The people who need to be seen promptly do not then slip through the net – that is effective triage and allows the whole practice team to deliver timely care to patients,” Maclaren said.
As well as training all Eyeglass Opticians staff in the use of the triage form, the practice has shared this training with the local GP practice.
Maclaren highlighted that both dispensing opticians who work within the practice have received training on ocular conditions, enabling them to identify red flags that would prompt a same-day appointment.
“This allows us to detect potentially sight threatening conditions, such as retinal detachment,” she emphasised.
The AOP view
IP optometrist and AOP clinical adviser, Kevin Wallace, noted that most appointments seen within a community optometry practice are routine.
“When someone presents with something more significant it is important that they are seen urgently and an effective triage system is vital for that,” he emphasised.
Wallace shared that all staff who make appointments should be trained in recognising red flag symptoms and a simple form can help with this.
The form should include basic information, such as what symptoms have been reported, which eye is affected, and the duration of the symptoms.
“In most cases this should allow the staff member to make an appropriate appointment,” Wallace said.
“There will be times where the problem is not clear, and the optometrist should be asked,” he added.
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