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Facilitating positive communication
OT gathered top tips for helping all patients feel comfortable in practice
18 February 2024
The whole practice team is crucial in supporting and facilitating positive communication with patients.
Use of language
Discussing the role of communication in practice, Dirk vom Lehn, professor of organisation and practice at King’s College London, told OT: “Optometrists are very skilled in dealing with patients, and very sensitive to patient needs.”“Communication and interaction are key to the optometric consultation. It starts once the patient calls to make an appointment, to when they come into the practice and communicate with the practice staff,” he said.
“While the examination itself in textbooks is largely described as a technical exercise, and requires a lot of technical skill, it also needs communication skills,” he added.
Vom Lehn explored how optometrists interact with patients in a study that analysed video recordings of 62 eye examinations.
The research identified key ways that the optometrists’ choice of language or use of gestures facilitated the smooth-running of the consultation.
An example identified in the study was, during routine appointments, a patient might be asked if they had any problems with their vision.
“Very often in those cases we noticed that the typical answer of patients was no, which leads to problems later on because as the consultation continues the patient may identify problems,” vom Lehn said.
Rephrasing this into neutral language, such as asking about changes in vision, led to descriptions of how patients experience their vision.
Vom Lehn explained: “This is a medical encounter at the centre of the consultation and examination. From entering the practice to the examination, the patient needs to feel that they are in good hands, with people they can trust, where they are treated with respect, and where, in the end, they receive a diagnosis that they can work with and that is a good solution for them.”
He acknowledged the tension between retail and health in optometry practices on the High Street, brought about by the funding decisions of policymakers.
“It is important that patients don’t feel they are in a commercial environment. As soon as people lose trust in the medical element, the most important part of the consultation is lost,” he said. “Creating trust and respectful relationships with patients can only be achieved through communication.”
It is for this reason that communication skills should be embedded in training, and included in continuing professional development, he suggested.
While the professor’s research looked at the interaction between optometrist and patient, considering the role of communication as a whole in practice, vom Lehn said: “A personal view is that it would be good if the entire practice team has a communication policy.”
Creating trust and respectful relationships with patients can only be achieved through communication
Training and acclimatisation
“No one is too disabled to have an eye test,” is the core message of the team at SeeAbility.Lisa Donaldson, SeeAbility’s head of eye care and vision, explained that the organisation is investigating barriers that people with learning disabilities experience in accessing eye tests.
“One of the hypotheses we are testing is that people tell us they can’t get an eye test because they get turned away,” she said.
SeeAbility intends to find out why this is, and whether misconceptions or assumptions – such as that a patient needs to be able to read the letters on the test chart for the appointment – are perhaps having an effect.
The organisation also hears from some parents and carers that they don’t attempt to book appointments because, having experienced their own eye tests, they fear their loved one will not be able to cope with the tests.
Understanding autism and learning disability
With the support of the Thomas Pocklington Trust (TPT), SeeAbility’s employed lived experience eye care champions are offering free Tier 1 Oliver McGowan training for everyone in the eye care sector.The training is named after Oliver McGowan, whose death highlighted a need for training in health and social care staff on understanding autism and learning disability. The standardised training is mandatory for all Care Quality Commission regulated health and care providers.
As optical professionals are regulated by the General Optical Council, the profession was not included in the requirements for the training. SeeAbility is working with City, University of London, on a project funded by TPT to see whether the optometry profession could benefit from the training.
The training is divided into two tiers. Tier 1 includes a two-hour e-learning module providing an introduction to learning disability and autism, plus a live webinar hosted by a person with lived experience of autism, a person with lived experience of learning disability, and a facilitator.
SeeAbility has added tailored elements to the training, covering how practices can better support people with learning disabilities and autism.
Tier 2 training is a requirement for professionals providing significant care and involves the e-learning module and an in-person day of training with accredited facilitators.
Donaldson shared: “We feel the Tier 1 training will be really useful for practice staff, whereas part of our research is to see whether registrants agree that they tick the box in terms of who should be doing that Tier 2 training."
SeeAbility plans to add more dates for the training, which can be booked for free on the website. The training is accredited for one CPD point, but the organisation is keen to highlight that the training is open to every member of practice staff.
Lisa’s learnings and tips
“Always address the person,” Donaldson said. “That person might need help from someone else to enable you to understand their communication, so as a caveat to that, I would say: don’t be afraid to ask someone what their best means of communication is, and how you can support them.”
Knowing what to expect from an appointment can be particularly beneficial for some patients. Offering acclimatisation visits to see the practice and meet staff can be helpful, and SeeAbility also offers resources that support individuals to prepare for the appointment ahead of time, such as an About me and my eyes form.
Donaldson offered a reminder to be aware of language used across the practice, such as clinical phrases or technical jargon.
“The word ‘test’ itself can have negative associations for some people with learning disabilities. The language you use can put people at ease. I refer to ‘eye care’ to indicate that I am going to be helping them, rather than ‘testing’ them,” she said.
Don’t be afraid to ask someone what their best means of communication is, and how you can support them
Talking too fast, or asking several questions at once, can also present a challenge.
Donaldson explained: “If you ask: ‘Have you been here before?’ ‘Did you go to the opticians up the road?’ ‘Did you have glasses?’ When we are communicating with someone whose processing times are slower, there can be a real danger that they are still trying to answer the first question you asked.”
“Scott Watkin, BEM, head of engagement at SeeAbility, taught me to ‘Wait for eight.’ I try to talk more slowly and, when I have finished, I will count for eight seconds to give the person time to process and formulate a response,” she said.
Consent is central to every aspect of the appointment, but it becomes particularly important for someone with a learning disability, Donaldson said. Providing information about what the tests will involve ahead of the appointment can be helpful in helping an individual to feel prepared, as well as verbally explaining, or even demonstrating, the tests in advance.
Donaldson might demonstrate the test on a support worker or show the action that she will need to make with an instrument, acknowledging that this takes more time but that the ‘doubling up’ approach is beneficial for many patients.
Much of communication comes down to building a rapport, Donaldson said: “Make a bit of time for the person. The optometrists and dispensing opticians don’t have much time, so often it can be the front of house team who are chatting to the patient.
“I think that is why community eye care can work so well for people. Patients know that familiar face. If the practice is on the same street as the cafe they like to visit, then they can say a hello to the receptionist as they pass. It supports a lovely rapport,” she said.
SeeAbility has identified that the automation of aspects of eye care poses a challenge for many people with learning disabilities and autism, and risks leaving them behind.
“When I first qualified, one person did much more of the test, so you were gaining their trust throughout. Now, it is segmented with a lot of different people doing different things,” Donaldson said, explaining: “Every new environment and person is something new to cope with. That can be really challenging. It is not always possible, but having a familiar and friendly face can help.”
Reassuring the patient and loved ones
At Tuite Opticians in Coatbridge, North Lanarkshire, every member of the practice team has undertaken Dementia Friends training.Run by Alzheimer’s Society, the programme was launched to change perceptions of dementia and help individuals to learn more about the condition and ways to help.
“The programme gives you a much better understanding of the condition and how to communicate,” Kirley said. “This not only gives you a helping hand in discussing the condition and how this affects the eyes with the patient, but it reassures families, next of kin, care staff and nursing support teams.”
It is important to be aware that dementia is not part of the natural ageing process, Kirley said. He added: “It is not as simple as losing your memory. Dementia encompasses a wide group of diseases and can come as a secondary effect to brain injuries or vascular accidents.”
“It is important to recognise that because the communication you use with a patient with dementia might be quite different than you might typically use,” he shared.
Family members appreciate seeing us wearing the Dementia Friends badge whether they come into practice or we go to them
Discussing the role of the practice team in supporting a patient with dementia, Kirley said: “It is important that the journey is consistent; they see a smiley face, someone who recognises their needs and can effectively communicate in a way that is understandable to them, using language that will not be confusing or add to their difficulty.”
“I would encourage every practitioner to get involved in a programme like Dementia Friends, and I think more CPD or personal development plans should be centred on dementia awareness,” he continued.
According to the World Health Organization, more than 55 million people have dementia worldwide and there are nearly 10 million new cases each year.
“These are patients we are going to be seeing for a long time to come. Demographics are changing as we all live longer. We are going to encounter dementia more,” Kirley said. “Dementia Friends is a simple, easy programme to get involved in. It takes maybe an hour of your time to watch the videos and answer a few questions. I think it’s a terrific initiative – I’m a strong advocate for it and would encourage all practices to get involved.”
Commenting on the effect of becoming a Dementia Friend, Kirley shared: “Family members appreciate seeing us wearing the Dementia Friends badge whether they come into practice or we go to them.”
Stephen’s learnings and tips
Kirley explained that appointments may need to be adjusted to be more interactive for a patient with dementia, or “it might need to be a speedier interaction, so that you can maximise the information you are gleaning.”
Some individuals with dementia may not have the ability to read letters, or to decipher letters in a crowded presentation, and so it can be useful to have numerics or pictures instead.
“From an optical point of view, the cognitive decline could mean that someone who has been a varifocal wearer for many years experiences mobility issues, simply because they cannot use their eyes through the lens in the way they once did,” Kirley explained. “Recognising this and switching them to single vision can make mobility less difficult to navigate.”
Knowing how to recommend light usage and contrast can also be beneficial for supporting patients with dementia, Kirley noted.
Think outside the box
Cirta Tooth works as a low vision specialist at Princess Alexandra Eye Pavilion in Edinburgh and in practice at Cameron Optometry.Discussing how the whole practice team can support positive communication, the optometrist explained that she appreciates a morning briefing with the team.
This provides time to go through the patients booked in for the day, with particular attention paid to any requirements patients might have and what needs to be prepared to support them.
“I understand not every practice might be able to do that, but I think it is a really nice thing to do as everyone is then aware of all the patients that are coming in,” Tooth said.
Supporting patients with hearing loss
According to the Royal National Institute for Deaf People (RNID) 12 million people in the UK are deaf or have hearing loss.
Tooth recommended that when patients book an appointment, they could be asked which format they prefer to have information provided in, and how they wish to be communicated with. Would they like the appointment letter in a larger font, for example? Or do they need to have things written down during the consultation.
The optometrist emphasised that handovers are especially important to ensure the patient feels looked after.
“For a patient who is hard of hearing, you want to make sure that the patient knows the optometrist is aware of their requirements,” Tooth said. “You could direct them to a seat in the waiting area from which they can see the door that the optometrist will come out from, so they feel comfortable they are not going to miss their name being called.”
Tooth also emphasised: “When a patient comes with someone else; an interpreter or supporter, for example, that patient must remain at the centre of every communication.”
“At the beginning I will introduce myself to the accompanying person and let them know that I will primarily be talking to the patient,” she added.
Cirta’s learnings and tips
In the consulting room, Tooth highlighted the importance of considering where the patient is seated.
“For an individual with hearing loss or visual impairment it can be an issue to be facing into bright lights because it can make it more difficult to make out facial expressions or for lip reading,” she said.
Similarly, she said: “It is important to keep the lights on in the room when giving instructions or explanations. I think of it a bit like that moment at the dentist when they start talking to you while your mouth is open, and you can no longer answer their questions. If you want to have open communication, keep the lights on and make clear the opportunities for the patient to ask questions.”
Tooth, who has a Level 1 award in British Sign Language (BSL), also emphasised the benefit of learning a few BSL greeting signs or learning the fingerspelling alphabet. Read more communication tips from the RNID here. Resources to learn BSL online are available with British-Sign or Sign World.
“Once you have a few basics and know the alphabet, you can have a bit of a conversation and use the alphabet to sign any words you don’t know,” she said.
Everyone is unique and that is the lovely thing about working with people
If a patient is hard of hearing and doesn’t require an interpreter, Tooth recommended: “It is okay to raise your voice and speak slowly, but don’t shout or over-pronounce,” she said.
“Don’t forget you can use gestures, such as to point out the seating,” Tooth said. “For refraction, I will make one or two taps and ask them to indicate one or two in return. For the sight test you can get out cards with the alphabet on and ask them to point to them, or to draw the letter on a tablet,
Organisations suggest that more than 70% of 70 years olds are affected by hearing loss.
Tooth suggested that any patient over the age of 70 should be asked about their hearing, explaining: “We can start talking and forget that some patients might not hear us. Make sure they understand.”
She added: “I have noticed that, if you ask a patient who is struggling with their hearing: ‘Can you hear me?’ they might say yes even if they don’t. If in doubt I explain: ‘It’s fine that you can hear me face to face, but I have a terrible habit of talking while writing my notes or walking towards the test chart. At any point, if you can’t hear me, tap on the table to let me know.”
“This way, you maintain absolutely clear communication and it helps the patient to feel more comfortable,” she said.
Encouraging practice teams to “place yourself in the patient’s shoes” and consider how best to make the patient feel comfortable, Tooth’s key piece of advice is: “Think outside the box and be prepared to do things differently.”
Speaking to OT, Tooth was enthusiastic about adjusting communication styles to meet the needs of the patient.
“Everyone is unique and that is the lovely thing about working with people,” she said.
Members with questions about reasonable adjustments and interpreters should contact the AOP’s clinical and regulatory team for guidance.
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