GOC research explores experiences of bullying and discrimination

New General Optical Council (GOC) research has outlined the experiences of optical professionals who have experienced bullying, abuse and discrimination.

A series of in-depth interviews with 38 optometrists and dispensing opticians from across the four nations of the UK revealed the daily toll that this behaviour can have on individuals working within optics.

The report follows the 2024 Registrant Workforce and Perceptions Survey, which found that half of respondents had experienced harassment, bullying or abuse over the past year, while around a third had experienced discrimination over the same period.

Experiences outlined in the latest in-depth report include a patient who attempted to kiss a female optometrist when they were alone together in a room and an optometrist who was told to consider ‘going back to their country’ if they were not happy with their salary when they asked about a pay rise.

Another Muslim optometrist had their leave request to celebrate Eid refused, while non-Muslim colleagues had leave requests over the same dates approved straightaway.

Interviewees also outlined how managers would send ‘nitpicking’ emails or texts outside of work hours or during annual leave.

Staff shared experiences of being ridiculed by colleagues on social media platforms, such as WhatsApp, and being shouted or sworn at in front of colleagues and patients.

A profound effect

As part of the research, interview participants described the effect that bullying, abuse and discrimination had on their personal and professional wellbeing.

One optometrist recalls meeting the main perpetrator of workplace bullying at a continuing professional development event ten years after the behaviour took place.

“I saw his face and immediately had that kind of panic, and I thought, ‘oh my god, that's obviously affected me a lot more than I thought’,” the optometrist said.

A dispensing optician described how their experience of bullying led to a constant fight or flight response when working in practice.

This interviewee would take bathroom breaks to escape the unrelenting stress that they felt on the practice floor.

“I just wanted to be able to do my job and feel safe,” they recalled.

“It got to the point where the sound of the footsteps across the floor to hand over a dispense would make me start shaking,” the dispensing optician recalled.

Making change in “everyone’s interests”

Director of regulatory strategy at the GOC, Steve Brooker, expressed his gratitude to all those who took part in the research for having the courage to share their experiences.

“This powerful report reveals the devastating personal impacts of bullying, harassment, abuse and discrimination in the workplace. It also demonstrates the potential patient safety consequences of these behaviours, which gives the GOC a clear public protection mandate to act,” he said.

In 2023, the GOC and professional bodies released a joint statement committing to a zero-tolerance approach to bullying, harassment, abuse, and discrimination.

Brooker highlighted that while the GOC will use its regulatory levers to tackle negative workplace cultures, a sector-wide effort is required to create real change.

“It’s in everyone’s interests to address these issues, since otherwise optical careers will become less attractive and professionals will end their optical careers early,” he emphasised.

Brooker also clarified the approach that the GOC takes to fitness to practice issues that relate to bullying, abuse and discrimination.

“Whilst we recognise that most workplace concerns are best dealt with at a local level, we may investigate more serious cases of harassment, bullying, abuse and discrimination. Each case is assessed on its own merits, taking into account the seriousness of the concerns and whether there is sufficient evidence, or a clear indication that evidence is available, to support the allegations,” he explained.

He highlighted that where the criteria is not met for a formal investigation, the GOC may provide informal advice to a registrant reminding them of the standards they are required to maintain.

“We also keep a record of such concerns so that, should similar issues be raised in the future, we can review them in context,” Brooker said.

Brooker highlighted that discrimination has the potential to undermine public confidence in the profession and pose a serious risk to patient safety.

“A more serious sanction is likely to be appropriate where a case involves direct or indirect discrimination against patients, colleagues or other people who share protected characteristics either within or outside their professional life,” he said.

Visit the AOP's Tackling racism, discrimination and harassment at work digital landing page for a full suite of member resources designed to support both employees and employers to tackle racism and other forms of discrimination.

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Guidance for employees

What to do if you think you have suffered discrimination