1.1.3 Identifies and responds appropriately to patients’ fears,anxieties and concerns about their visual welfare.

First impressions matter

Introduce yourself clearly:

“Hello, I’m [Name], the optometrist/student optometrist who’ll be examining you today.”

• Use the patient’s name

• Maintain appropriate eye contact

• Calm, confident tone

• Open posture (avoid arms crossed, rushing)

• Avoid medical jargon initially

• Demonstrate active listening (nod, verbal affirmations)

Responding to Fear of Blindness

“I understand why that sounds frightening. The changes we’re seeing are mild, and we’ve caught them early.”

Anxiety About Disease Progression

“The good news is that with regular monitoring, we can manage this effectively.”

Concern Due to Family History

“Family history does increase risk, which is why these checks are especially important.”

Structure for Reassurance

Step 1: Link to Their Concern “You mentioned you were worried about losing your vision…”

Step 2: Give Clear, Relevant Information • Use simple language • Short explanations • Avoid statistics unless helpful “At the moment, your vision is stable, and we’ve not seen any signs of damage.”

Step 3: Explain Monitoring or Management “We’ll monitor this closely with regular checks.”

Step 4: Reinforce Support “If anything changes, you should contact us straight away.”