Dispensing Optics December 2020

NEWS, INFORMATION AND EDUCATION FOR OPTICIANS

DISPENSING OPTICS

DECEMBER 2020

FAST FOR YOU FREE 30 DAY TRIAL No obligation, 30 day trial of our premium 48 hour delivery service.

Sign up now!

info@shamirlens.co.uk I 01954 785 100 I www.shamirlens.co.uk

DECEMBER 2020

contents features 16.

CET – C-76574 Customer service: not just for shops

By Pamela Robertson

20.

CET MCAs – C-75872 Getting started in low vision is as easy as A, B, See

By Gaynor Whitehouse

22.

CPD Part 7 Keeping on target with CET

By Joanne Abbott

10.

24.

In practice Taking charge of change

By Antonia Chitty

26.

Equality and diversity

By Antonia Chitty

regulars 26.

8.

12.

5.

DO Dispatches

6.

A DO and proud of it

6.

News

12.

NRC News

14.

Product spotlight

28.

Region update

29.

Business Bites | Eyecare FAQ | Competition Corner

30.

Jobs & Notices

29.

FC – Stock photo

DECEMBER 2020 DISPENSING OPTICS

3

LOOKING AHEAD, SEE THE WORLD WITH B.I.G. VISION®

BIOMETRIC INTELLIGENT GLASSES AS UNIQUE AS YOU ARE Working beyond the industry standards, with B.I.G. things yet to come in 2021!

For more information on how Rodenstock can help you, then please contact your Regional Lens Manager or Customer Service T: 01474 531112 E: customer.service@rodenstock.co.uk

DISPENSING OPTICS The Professional Journal of the Association of British Dispensing Opticians Volume 35 No 12

EDITORIAL STAFF Publisher Editor Email Assistant Editor Email Design and Production Email Admin. Manager Email

Sir Anthony Garrett CBE HonFBDO Nicky Collinson BA (Hons) ncollinson@abdo.uk.com Jane Burnand jburnand@abdo.org.uk Rosslyn Argent BA (Hons) rargent@abdo.uk.com Deanne Gray HonFBDO dgray@abdo.uk.com

EDITORIAL/ADVERTISING Telephone Email Website

0781 2734717 ncollinson@abdo.uk.com www.abdo.org.uk

SUBSCRIPTIONS UK Overseas

£150 £175, including postage

Apply to:

Edward Fox FBDO Association of British Dispensing Opticians Godmersham Park, Godmersham, Kent, CT4 7DT

Telephone Email Website

01227 733911 efox@abdo.org.uk www.abdo.org.uk

ABDO CPD Head of CPD

Alexandra Webster MSc PGDipE FBDO CL FHEA FBCLA ABDO CPD, 5 Kingsford Business Centre, Layer Road, Kingsford, Colchester Essex, CO2 0HT

Telephone Email

01206 734155 abdocpd@abdo.org.uk

CONTINUING EDUCATION REVIEW PANEL Joanne Abbott BSc(Hons) FBDO SMC(Tech) Josie Barlow FBDO CL Keith Cavaye FBDO(Hons)CL FBCLA Andrew Cripps FBDO PG Cert HE FHEA Kim Devlin FBDO(Hons)CL Stephen Freeman BSc(Hons) MCOptom FBDO(Hons) Cert Ed Claire McDonnell FAOI Angela McNamee BSc(Hons) MCOptom FBDO(Hons)CL FBCLA Cert Ed Alex Webster MSc PGDipE FBDO CL FHEA FBCLA Gaynor Whitehouse FBDO (Hons) LVA EDITORIAL COMMITTEE Nicky Collinson BA (Hons) Antonia Chitty MA MCOptom MCIPR Alex Webster MSc PGDipE FBDO CL FHEA FBCLA Max Halford FBDO CL Debbie McGill BA (Hons) Sir Anthony Garrett CBE HonFBDO Jo Holmes FBDO DISPENSING OPTICS IS PUBLISHED BY ABDO, Unit 2, Court Lodge Offices, Godmersham Park, Godmersham, Canterbury, Kent CT4 7DT

DO Dispatches POSITIVE END-NOTE TO 2020 The toughest year that many of us can remember comes to an end with some encouraging news amidst the continuing concern over Covid-19.

The fact that the General Optical Council’s (GOC) own commissioned report recommends that the dispensing optician qualification should be at Level 6 (see news page 6) should finally put to bed an argument that we have been having with the regulator since 2011, when it arbitrarily – and without consultation – declared that the profession was at Level 5.

This has always been wrong and, hopefully, we can now move on without the threat of a proliferation of lower level courses at the end of the GOC’s Education Strategic Review.

As I write my last column of 2020, there is encouraging news about a number of effective vaccines, which will be available during the coming year. This ought to mean that we will be able to slowly return to near normal in the delivery of services that require face-to-face contact – whether it be examinations, certain CET events or involvement in sector wide events.

In the meantime, we will do our level best to support all members to the best of our ability. I am sure that everyone will welcome the board’s decision not to raise membership fees this year. The whole ABDO team is committed to providing the best possible service to you despite the difficult financial situation we face.

The board has also decided that Dispensing Optics will continue to be published digitally and via Issuu for the first half of 2021. We have every intention of returning to print as soon as ABDO’s financial situation allows.

On behalf of the president, board and all of the ABDO team, I hope you have as good a Christmas break as possible and that we all have a better New Year.

Sir Anthony Garrett ABDO general secretary

© ABDO: No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means whatever without the written prior permission of the publishers Dispensing Optics welcomes contributions for possible editorial publication. However, contributors warrant to the publishers that they own all rights to illustrations, artwork or photographs submitted and also to copy which is factually accurate and does not infringe any other party’s rights ISSN 0954 3201 AVERAGE CIRCULATION: 9,239 copies (January to December 2019) ABDO Board certification

DECEMBER 2020 DISPENSING OPTICS

5

OUR MONTHLY COLUMN FROM THE ABDO PRESIDENT JO HOLMES FBDO

A DO and proud of it s Her Majesty would put it, this year has been an annus horribilis. When I became president back in April, the country was in a state of full lockdown with the Covid-19 pandemic. The message was: ‘Stay home, save lives, stay safe’. Uncertainty created anxiety about our own health, families, We’ve all learnt to adapt businesses and jobs.

Thankfully, the government stepped in with rescue packages, supporting most of us through that time with the furlough scheme and grants for businesses. I’d like to pay tribute to all the frontline staff in all sectors who looked after us and kept the country going.

Thank goodness for technology and Zoom, as meetings continued with ABDO staff, regional and local leads, the ABDO board and the National Clinical Committee. I really enjoyed meeting many members in the virtual world. Externally, I joined meetings with other optical bodies and organisations, reacting to the ongoing pandemic and implementing new policies and procedures as they were released.

The CPD Department acted within a few days of lockdown and produced daily peer discussion sessions for our members.

This form of delivering CET has been an enormous success, and will continue in this easily accessible format for our members into the future.

Looking ahead into the New Year, the strategic plan for the outpatient transformation programme in England is being worked on with all the optical representative bodies and NHS England. ABDO has put forward names from our regional teams for some of our dispensing opticians (DOs) and contact lens opticians (CLOs) to be part of the working groups going forward.

Through this pandemic, when contracts have hastily been put into place which have included DOs and CLOs, we have shown flexibility, some having up-skilled and worked to the top of their skill set when needed. If we continue to show our ability to adapt to the ever-changing working climate, we are strengthening our profession and embracing its diversity.

On that note, may I take this opportunity to wish all our members a happy festive season and a warm New Year. I hope you get the chance to have a break over this period, ready to take on 2021 and see what it has in store for us.

A

#ADOANDPROUD

6

DISPENSING OPTICS DECEMBER 2020

Cautious welcome on ESR progress Following the latest Education Strategic Review (ESR) consultation, ABDO has cautiously welcomed the General Optical Council’s (GOC) recognition that more detail about clinical knowledge and skills is required in the proposed outcomes for registration.

However, ABDO is calling for a rethink on the timetable for finalising the proposals, and the proposed move to a single point of accountability (SPA) for each route to registration.

ABDO welcomed the change in position from the GOC, accepting ABDO’s argument that to ensure consistent, high standards, the draft outcomes for registration should be revised to provide more detail about the clinical skills and knowledge required of newly-qualified practitioners, with recognition of the distinct roles of dispensing opticians (DOs) and optometrists (OOs).

ABDO also welcomed the GOC’s response to ABDO’s call for greater assurance that there would be consistency in the provision of education, recognising the need for ‘indicative documents’ that would provide additional information about the content of programmes leading to registration as a DO or OO. Requiring education providers to follow these indicative documents, or explain why they have not done so, would help to ensure consistent, high standards, while still allowing scope for innovation, said the Association.

ABDO was also pleased by the GOC’s announcement at its recent council meeting that the initial draft research from the Quality Assurance Agency (QAA) recommended the entry-level qualification for DOs should be at Level 6 on the relevant qualification frameworks in England, Wales and Northern Ireland, and at the equivalent Level 10 in Scotland.

“ABDO has long argued that the degree-level learning provided by its Level 6 Diploma in Ophthalmic Dispensing should continue to provide the benchmark for entry to the profession, particularly given the demand for dispensing opticians to expand their roles to help meet patients’ ever-expanding need for high-quality eyecare,” the Association stated.

However, ABDO said it continued to have a number of serious concerns about the GOC’s proposals and its planned approach – including in relation to the timetable for implementing the proposals, the financial impact of the proposals on stakeholders, the approval of outcomes before indicative documents have been developed, and the idea of having an SPA for each route to registration.

“ABDO remains committed to working with the GOC to fulfil its aim of ensuring that student dispensing opticians and optometrists are educated to a high standard and prepared for the roles of the future,” the Association stated. “However, as we have said repeatedly, in order to secure broad support for whatever new system of education is introduced, the GOC must be able to show that it has assessed the costs, benefits and risks associated with not just its proposed new model, but with alternative models too.”

Read ABDO’s statement in full on DO Online.

NEWS

DECEMBER 2020

GOC moves on peer review for DOs

No increase in membership fees

Peer review requirements will be extended to dispensing opticians in the new General Optical Council (GOC) CPD scheme, due to begin in January 2022.

The change did not form part of the proposals in the GOC’s latest CET consultation, but was strongly recommended and supported by many registrants, the GOC reported at its council meeting last month.

ABDO head of CPD, Alex Webster, said: “We welcome the extension of this valuable form of professional education for dispensing opticians, and we will be looking at how we can ensure ABDO members continue to be supported with their regulatory professional education requirements in the new cycle.”

Other changes coming down the line include amending the name to ‘CPD scheme’; replacing the standards of competence for education with the standards of practice; introducing a mandatory reflective exercise for all registrants; revised domains of CPD to broaden its scope; approving providers once they have demonstrated their ability to provide good quality CPD; and establishing a provider audit scheme targeting specific providers in response to registrant feedback and complaints.

In a move to support members, ABDO will not increase membership fees for 2021.

Speaking on behalf of the ABDO board, Tony Garrett, ABDO general secretary, said: “Although the Association has seen a drop in income, we are acutely aware just how tough life has been and continues to be for many members.

“We are very aware that those employers who continue to do the right thing by paying professional fees for their dispensing opticians have also had a difficult year and do not need additional financial pressure at this time.

“The team at ABDO has worked hard to make substantial savings within the organisation. We are doing our very best to maintain a high quality professional service to all members despite the restrictions placed on us by Covid-19. Staff and board are making the most of online systems to continue to deliver support to members in a cost-effective manner.

“We thank all members for their continued support and look forward to resuming a more normal service during the course of 2021,” Tony concluded.

Membership renewal invitations will be emailed out during the second week of December, with renewals due by the end of January 2021. Those without an email registered against their account are urged to update their details in the members’ area of the ABDO website.

New cycle will ring changes Further modifications to address concerns and suggestions raised through consultation feedback include: allowing CPD that is less than one hour, but greater than half an hour, to be considered for fractional points; and allowing registrants to decide whether learning is relevant to their professional development instead of requiring nonapproved CPD to be ‘designed for healthcare professionals’ in order to count towards a registrant’s points total.

Following agreement on the proposals, the GOC will consult on draft CET rules for registrants and providers for council approval, alongside moving forward with necessary changes to the MyCET platform needed to implement them. Details of all changes will be communicated with stakeholders before they come into effect at the start of the new cycle on 1 January 2022.

Read the GOC CET consultation report on the GOC website.

MAUI JIM’S HIKINA SUNGLASSES

GOC freezes fees

Consumer choice accolade Maui Jim’s Hikina sunglasses (#445) have won the Best Sunglasses/Eyewear category in the Travel Retail Awards 2020.

“Now in its third year, the consumer-voted Travel Retail Awards continues to deliver tangible value for entrants and supporters, providing a hallmark of trust and confidence in the products and services offered to – and voted by – consumers,” the company stated.

Maui’s Hikina sunglasses are made with MauiPure LT, its thinnest and most lightweight lens material, described as having “exceptional impact and scratch resistance”.

The General Optical Council (GOC) has agreed not to raise the annual registration fee for 2021-22 due to the uncertainty of the impact of Covid-19 on the economy and registrants.

The fee for fully qualified registrants and businesses will remain at £360, and at £30 for students.

In further recognition of the potential hardship caused by Covid-19 on lower earning registrants, the regulator has agreed to permanently increase the qualifying threshold for the low-income fee from £12k to £16k. Instead of only allowing applications for a low-income fee at the point of registering or renewing, applications will now be accepted at any point.

DECEMBER 2020 DISPENSING OPTICS

7

DECEMBER 2020

NEWS

Planning for a stronger future The Federation of Manufacturing Opticians (FMO) is looking at changes ahead to help create a “reinvigorated and strengthened FMO from 2021”.

At its recent online AGM with members, FMO chair Stuart Burn, along with Nathan Garnett of Media 10, discussed plans for 100% Optical in May and what the Federation would be adding to the show. An update was also provided by Ann Blackmore on the new post-Brexit rules for the medical devices regulation, coming into effect on 1 January 2021.

Possible new member benefits being discussed included a potential focus on gathering marketing intelligence and statistics, creating a national optical survey, and developing a CET portal.

Stuart said: “We are steering the FMO into a new and exciting direction where membership for suppliers becomes more compelling as we seek to provide new benefits befitting of today’s commercial environment. This will go hand in hand with greater direct contact with ECPs to help educate, inform and promote our organisation.”

Snapshot of European trends The European Council of Optometry and Optics (ECOO) has published the fourth edition of its Blue Book, an aggregation of data on the professions of optometry and optics in Europe.

The only resource providing comparative data on these two professional groups in Europe, the Blue Book contains data on the number and size of the profession in each country, their status and scope of practice, their role in public health, and the education and training provided.

Information is gathered through surveys from optometric and optical associations in 22 ECOO member countries and nine non-member countries, using as a reference the Global Competency-Based Model of Scope of Practice developed by the World Council of Optometry.

“Despite significant progress achieved, there is still some way to go to ensure the roles of opticians and optometrists are firmly established as primary care givers across all of Europe,” said Cindy Tromans, ECOO president.

“With Covid-19, there was a recognition that the two professions could contribute to taking some of the pressure off health systems and ensure continuity of eyecare. The only way forward is to invest in a well-educated and skilled workforce that can ensure timely diagnosis of eye conditions and access to care, and opticians and optometrists are eager to play their full role,” she added.

View the Blue Book on the ECOO website.

8

DISPENSING OPTICS DECEMBER 2020

Kindred spirits renew deal Inspecs and O’Neill have agreed a new, long-term license agreement covering both ophthalmic frames and sunglasses.

Since 2013, Inspecs has worked with O’Neill to align with the company’s sustainability initiative, O’Neill Blue, started

by O’Neill founder Jack O’Neill. This focuses on reducing plastic waste; 33 per cent of O’Neill Apparel is sustainable.

In light of this, Inspecs have recently created a sustainable frame for O’Neill called Wove, made from recycled ghost fishing nets with mineral glass lenses and recycled rubber touchpoints. The sunglasses case is formed from recycled plastic bottles.

Robin Totterman, CEO of Inspecs, stated: “I am delighted to be extending our partnership with O’Neill, which builds on our longstanding relationship since 2013.

SUSTAINABLE FRAME, WOVE Our values match those of O’Neill’s as we work together towards a more sustainable future. I look forward to continuing to innovate with O’Neill, both in the optical and sunglasses categories.”

Titanic signing Longines has chosen its long-standing Ambassador of Elegance, Oscar-winning British actress Kate Winslet, as the face of its new eyewear campaign.

In the campaign shots, Winslet wears three Longines eyewear styles that embody the brand’s refined and elegant aesthetic.

The oversized, feminine shapes recall Longines’ iconic elements: the dial motif, the dial hands detail and the stylish logo.

The new eyewear collection is produced in collaboration with the Marcolin Group.

EPITOME OF LONGINES STYLE

Value is found in everything you love “Excellent comfort and fit that stays.”

“Excellent value, comfort and fit.”

“Lightweight. Fit well. Good value for money.”

STEPPER UK Customer Survey August 2020

Not only are STEPPER frames an exceptional fit for your customers, they are a great fit for your business too.

Our recent customer survey revealed just why STEPPER frames are so popular.

To find out how STEPPER can help your business contact us to arrange a consultation with one of our Business Development Managers.

Frame style shown: SI-60194

NEWS

OCEAN CLEANUP SUNGLASSES

Cleaning up the oceans Safilo has launched a sunglasses line for the Ocean Cleanup, the Dutch non-profit environmental organisation that develops advanced technologies to extract plastic pollution from the oceans.

Ocean Cleanup sunglasses are made with injected plastic derived from the Great Pacific Garbage Patch (GPGP), using an upcycling process able to include types of plastic that have traditionally been more difficult to recycle.

Each pair carries a unique QR code that connects the wearer to background information about the product, the project and the specific place where the marine plastic pollution was removed from.

When every pair from the first consignment is claimed, it will equate to approximately 500,000 football fields of clean-up in the GPGP. The sunglasses are available exclusively on the Ocean Cleanup website, with 100 per cent of proceeds going to the continuation of the clean-up mission.

Angelo Trocchia, CEO of the Safilo Group, said: “Our design team worked hard to combine our long history of eyewear manufacturing with material innovations to ensure the high quality, stylistic content and uniqueness of this final product. Our investment in using recycled materials is aligned with our continued efforts towards promoting a responsible business and is part of Safilo’s commitment to people, product and planet.”

Myopia lens on its way Coming soon to the UK and Ireland is Hoya’s MiYOSMART lens, winner of a 2020 Silmo d’Or Award in the Vision category.

Developed in partnership with the Hong Kong Polytechnic University, and launched in Hong Kong and China in 2018, the lens has been shown to slow

10

DISPENSING OPTICS DECEMBER 2020

NIGHT TIME DRIVING CAMPAIGN

Driving awareness of clear vision Essilor has launched a Crizal Drive marketing campaign to promote the importance of clear vision when driving.

The promotion features a mix of paid social media activity and digital display adverts in the national media, urging drivers to book an eye examination at their local optical practice.

Tim Precious, managing director at Essilor, said: “The social media activity will help target younger drivers using the platform. This demographic is high risk and unfortunately 30 per cent of road accident victims are under the age of 25.”

Point-of-sale materials are available as well as a social media calendar with digital assets to provide ideas for posts on night time driving.

Submission deadlines loom Those looking to submit a paper, workshop and/or poster for the 2021 British Contact Lens Association (BCLA) clinical conference and exhibition next year must do so by the deadline of 10 January 2021.

Returning to the Manchester Central Convention Complex on 11-13 June 2021, the BCLA clinical conference and exhibition will offer more than 50 CET points in a host of core competencies, as well as hands-on workshops, panel

sessions, peer discussion and an exhibitor product pavilion.

An awards dinner will be held at Manchester Cathedral on the evening of Saturday 12 June.

Find out more at www.bcla.org.uk

myopia progression in children on average by 60 per cent based on results from a two-year clinical trial published in the British Journal of Ophthalmology.

“Innovation and collaboration to bring the best solutions to eyecare professionals and their patients is at the core of Hoya Vision Care’s mission,” said Alexandre Montague, Hoya Vision Care CEO. “It is an honour to be recognised by our peers, receiving the Silmo d’Or Award

for our ground-breaking MiYOSMART lens which is successfully managing and controlling myopia in children.”

MiYOSMART features patent protected Defocus Incorporated Multiple Segments (DIMS) technology to provide both sharp vision and a treatment effect to children. Due to hundreds of small defocus islands, these lenses are designed to curb myopia progression by utilising myopic defocus, said Hoya.

CALL FOR PRESENTERS

DISPENSING OPTICS I DEC2020 Members log in for Consultation Day ABDO members logged in for the Association’s first-ever online Consultation Day on Sunday 15 November.

As well as the chance to hear an update from ABDO president, Jo Holmes, and general secretary, Tony Garett, members were able to submit questions prior to, and during, the event.

Following a welcome message from the president, during which she praised both members and staff for the way they had managed and adapted working life and patient care during the Covid-19 pandemic, the president updated members on CET opportunities, the new regional events coming online in the New Year (see page 21) and progress on reviewing the ABDO Advice and Guidance section of the website.

Jo also announced the appointment of three new ABDO Benevolent Fund trustees: Keith Cavaye, Heather Hows and Lynda Matthias. “I’d like to welcome all three members, whose life experiences and opinions will be greatly valued within the group,” Jo said.

Next, Tony Garrett talked members through the financial impact of Covid-19 on ABDO, which had led to the decision to sell its London headquarters at 199 Gloucester Terrace and the suspension of print copies of Dispensing Optics. The Association had also suffered through loss of sponsorship and rental income at the National Resource Centre.

Tony went on to explain how ABDO was keeping members informed about relevant legal and regulatory changes throughout the devolved nations, with regularly updated information available on the ABDO website’s Covid-19 guidance section.

By adapting formats, ABDO had been able to carry on delivering CET to members, and introduced as planned new management and leadership training courses, explained Tony. The Association had also been in constant engagement with the General Optical Council over its Education Strategic Review (ESR) and other consultations.

Tony praised the recent recommendation to the GOC that entry level qualifications for dispensing opticians be set at Level 6. This, said Tony,

would help the profession prepare for the future – should the recommendation be accepted by the GOC. This would also feed into ABDO’s “all-encompassing” Strategic Plan, due to launch in early 2022, which members would be consulted on.

There followed questions from members including: whether patients who refused to wear a mask could be turned away; support for locums struggling to find work; adult safeguarding training for those qualified to deliver minor eye conditions services; supervision of trainee contact lens opticians; pre-approval for additional supervisors; the GOC’s response to Covid-19 in terms of the sale and supply of contact lenses; the impact of the ESR; and mental health support for members.

Bringing the event to a close, Tony Garrett reminded members to make the most of ABDO’s legal helpline service and its Benevolent Fund. The president urged members to keep on doing what they did best. “Look out for the public, and we will look out for you,” Jo concluded.

View a recording of the Consultation Day at www.abdo.org.uk/consultationday

NEWS

NATIONAL RESOURCE CENTRE Time to shine

Daryl, Max and Sasha ready to teach

Adapted training day success On 2 November, another group of contact lens opticians (CLOs) successfully attended the NRC for the ABDO Extended Services Day (ESD).

Run under strict Covid-19 precautions, a revised timetable meant that much of the lecture element had been previously covered via webinar so the day could be dedicated to hands-on experience.

The group was divided between four tutors – Sasha Macken and Sharon Beatty from the Wales Optometry Postgraduate Education Centre, ABDO vice president, Daryl Newsome, and Max Halford, ABDO clinical lead. This meant that tutor to student ratios were high and groups could be kept small to maintain social distancing.

The foreign body removal and contact tonometry workshops were interspaced with training on advanced slit lamp techniques and anterior chamber viewing.

Feedback from the students was extremely positive and all felt the day had helped greatly in their preparation for the Extended Services objective structured clinical examination in early 2021.

Max commented: “Thank you to the NRC team for looking after us so well. The feedback I had from the candidates was yet again 100 per cent positive and the Covid-19 precautions worked extremely well.”

The next scheduled ESD will take place on Thursday 10 December. Details of minor eye conditions services (MECS) training and qualification can be found on the ABDO website. Individual enquires can be directed to Max Halford at mhalford@abdo.org.uk Read a fuller report of the recent ESD on DO Online.

12

DISPENSING OPTICS DECEMBER 2020

Rebecca Jasper, NRC receptionist, has completed the ABDO College Optical Assistant course with an impressive 94 per cent average mark.

Mat Stringer, operations manager at the NRC, said: “Rebecca has been a pleasure to mentor. Considering she has never worked in optics before, she has picked everything up with ease whilst gaining interchangeable skills to use at the NRC.” ABDO director of examinations, Alicia Thompson, added: “Rebecca has embraced this course with her natural enthusiasm and attention to the smallest detail.

Rebecca is an excellent communicator and is naturally interested in all the clinical activity we offer.

“The course has given her more confidence in understanding and contributing to the patient journey when they visit us here at the NRC. We just knew she would shine, and we are all so incredibly proud of her.”

Rebecca Jasper, NRC receptionist

Safe space for New Year bookings Those thinking about resuming face-toface meetings at the NRC next year are being advised to book as soon as possible.

“The venue is already looking busy in January and February, with limited dates available,” said operations manager, Mat Stringer. “It also looks like the summer will be busy. There is more space available in other months, but please do speak to the NRC team to outline your requirements.

Provisional bookings can also be made subject to terms and conditions.”

The NRC team has worked hard to ensure safe layouts and hygiene protocols for clients and visitors. These include: contactless sign in, hand sanitising stations and guidance throughout the venue, desktop screens, trace information exchange, personal protective equipment (PPE) supply, personal food menus, single use Vegware cups and utensils, and thoroughly sanitised clinical bays with slit lamp guards and infection prevention and control (IPC) signage.

“The team has carried out a thorough risk assessment,” said Mat. “All staff have

Safety measures in place completed IPC training, including the use of PPE, which is provided for visitors who have booked meetings. Hand sanitising stations can be found throughout the centre, and communal areas have been adapted to adhere to social distancing.

Perspex screens have also been fitted in areas where necessary. You can be confident that the NRC is a safe place for your events and training.”

Contact the NRC team on enquiries@abdonrc.org.uk

YOU’RE MAKING YOUR

CUSTOMERS CRY Your customers hate your air-puff test. In fact, half of them* say it’s the most eye-wateringly uncomfortable thing about seeing you. You might think it’s just a routine part of an eye exam.

But for them, it’s another reason not to book it.

The Icare® ic100 gives you accurate eye pressure readings, without putting air or drops in your customers’ eyes. And when more and more opticians are switching to the Icare® ic100, can you afford not to give your customers a gentler, more modern eye exam?

www.main-line.co.uk • 0121 458 6800 *When 956 of the general public were asked ‘Which elements of your eye testing experience do you find most uncomfortable?’ 478 (50%) answered the air puff test

PRODUCT SPOTLIGHT

Seeing the light with new silhouettes

Silhouette Lite Duet model 5542

Silhouette has released two new collections this autumn – Sivista and Lite Duet.

The Lite Duet collection is inspired by the minimalist aesthetics of the 90s and comprises four shapes – two for women and two unisex – in titanium and the company’s SPX material. Bold hues and tones range from striking Digital Teal and Cyber Red to the nuanced Soft Sloe and Golden Verde. The lenses are outlined by an SPX ring flowing into the matching coloured sides.

The Sivista collection includes four styles for women, two for men and two unisex in bold tones and shapes. The sides are crafted with SPX and feature a translucent design.

Feast for the eyes

Feast your eyes on our stand-out selection of fashionforward eyewear styles for the autumn/winter season and beyond...

Made to measure in England

Model Bell in C2 Raspberry

Three new styles have been introduced to the Made in England Walter and Herbert collection – named Bell, Cook and Simmons.

In September 1946, two young entrepreneurs partnered to create Optoplast Manufacturing Company Limited. In the 40 years that followed, Walter Conway and Herbert Thorn enjoyed great success as they developed technology such as the PIMO machine, an innovation that would shape the way spectacles were manufactured worldwide.

Today, James Conway and Daniel Thorn are continuing this legacy, creating their own collection of frames. Exclusively distributed in the UK

by Continental Eyewear, the full collection can be viewed on the company’s website.

Going large with Angus and Guy Kirk Centena Angus in C3 Crimson

Kirk and Kirk have designed two new frames for larger head sizes and they go by the names of Angus and Guy. Angus and Guy form part of the company’s Centena collection; Angus is a 60 eye size and Guy is a 59 eye size.

“Opticians around the world have been requesting Kirk & Kirk styling for larger heads,” said Karen Kirk. “Options that consider style and colour as opposed to bland, functional frames have historically been limited. Handmade from acrylic, these frames are incredibly light and comfortable to wear.”

All Kirk & Kirk Centena frames are handmade in 10mm acrylic, from start to finish, in one factory in France.

Tough and trendy for youngsters Eyestuff Ombré in C1 Raspberry 14

DISPENSING OPTICS DECEMBER 2020

International Eyewear has launched its latest Eyestuff styles including Dusk, Horizon, Ombré, Geometric and Tectonic.

EYEWEAR

Launched in 2000, this unisex children’s eyewear collection has evolved into a funky, fresh eyewear brand for the young and young hearted. Focusing on quality, fit and comfort, the bold, colourful frames feature the latest trends in eyewear including temple etching, multilayer acetates, matt effect finishes and urban patterns.

Our photo shows Eyestuff Ombré in bold Raspberry, featuring a high impact gradient eye front with an on-trend rounded square shape complementing the look. This style is also available in Brown.

Blackfin Razor Greenport in matte Venetian Red/Glossy Silver

Seastainable styles with a conscience ‘Seastainable’ eyewear brand Sea2See has released its autumn winter 2020/21 ophthalmic collection featuring striking colours in bold combinations.

All Sea2see frames are made in Italy and produced in the brand’s own recycled material derived from marine plastic. With the addition of this season’s new models, there are now more than 200 styles for men, women and children.

Round shaped model Santorini (pictured) comes in stand-out colour combinations of red/blue and retro-inspired classics such as black.

Established four years ago, Sea2see provides a traceable system for the collection of waste, whilst supporting a social enterprise initiative in West Africa by providing income for the people which collect the waste.

Hip to Dsquared Marcolin brand Dsquared2 has launched its first collection for children aged eight to 11 years, featuring fun and functional styles for boys and girls.

The sunglass collection offers a classic girl’s cat-eye and a more squared model for boys, both reinterpretations of iconic models from the Dsquared2 main collection. The sun styles come in black acetate, while the optical frames feature a mix of pop colours and Havana shades.

Our photograph shows model DQ5343 – a girl’s acetate style in a classic cat-eye featuring the iconic D2 plate on the side.

Sea2see model Santorini in red/blue (27)

Razor sharp stylistic traits Blackfin’s autumn/winter 2020/21 collection comprises of 10 styles, seven in the Blackfin One line and three in the new Blackfin Razor line, featuring 1mm thin titanium frames.

Masculine and unisex shapes distinguish Blackfin One from other collections, along with a palette of rich luminous colours. The new Razors share the same stylistic traits whilst sporting a 3D sculpted bridge.

Our photo shows Razor model Greenport: a squared frame in matte or metallic pastel colour combinations.

In the mood for optimism

Model DQ5343

The spring/summer 2021 Carolina Herrera eyewear collection from De Rigo is characterised by “optimism and the joy of an emotional journey that starts on the beaches of the Mediterranean in the 60s and concludes today”.

M49 bio-acetate is used in the Runway Mood styles and is said to be one of the most sophisticated materials developed by supplier Mazzucchelli. The cellulose acetate is derived from cotton and wood fibres, which are processed with products and composites of renewable origin. It is 100 per cent biodegradable and recyclable.

The new bio-nylon lens also respect the environment as they are made from ecological resin derived from the castor plant and processed with biomass energy.

Our New Year product spotlight will feature an array of products in different categories.

Runway Mood model VHN631 DECEMBER 2020 DISPENSING OPTICS

15

CET COMPETENCIES COVERED DISPENSING OPTICIANS Communication, Standards of Practice OPTOMETRISTS Communication, Standards of Practice

Customer service: not just for shops

By Pamela Robertson MSc BSc (Hons) DipTp IP MCOptom n a world where the customer is deemed to always be right (most of the time), customer service has never featured so highly in the staff training manuals of practices up and down the land – large or small, independent or multiples. But what exactly is customer service, and how does it apply to an eyecare practitioner?

Wikipedia defines customer service as the provision of service to customers before, during and after a purchase. This being the case, customer service plays a vital role to any organisation – good or bad – it will impact directly on the practice reputation to either protect it or go some way to destroy it.

In the current Covid world, it is more important than ever to create a professional yet friendly experience for patients who may otherwise be a little wary venturing out into the wider world.

Consumers need to feel safe and protected from the ongoing threat of infection whilst receiving high quality eyecare. Ocular disease and broken spectacles don’t cease to exist simply because we’ve all been furloughed at home for the best part of five months.

Many clinicians have adapted alternative ways of working – never before has remote consultations with the use of telemedicine been used so much in optometric practice. Clever use of modern technology to perform remote visual acuity measurement and video

I This CET has been approved for one point by the GOC. It is open to all FBDO members, and associate member optometrists. The multiple-choice questions (MCQs) for this month’s CET are available online only, to comply with the GOC’s Good Practice Guidance for this type of CET. Insert your answers to the six MCQs online at www.abdo.org.uk.

After member login, go into the secure membership portal and CET Online will be found on the L menu.

Questions will be presented in random order. Please ensure that your email address and GOC number are up-todate. The pass mark is 60 per cent. The answers will appear in the April 2021 issue of Dispensing Optics. The closing date is 12 March 2021.

consultations have been used by practices across the country1. Practices face restrictions on the number of appointments they are able to offer within a working day, and challenges with continued decontamination of clinical and dispensing areas, with personal protective equipment (PPE) and social distancing added into the mix2. All these aspects have a direct impact on how a practice operates day-to-day.

Managing patient expectation is a central crux to delivering excellent customer service. There seems to be a general acceptance that eyecare will be delivered differently from now on, but does this make it easier or more difficult to exceed expectations? When we consider a patient journey during a visit to a practice, what impact has this had on the delivery of customer service? These same questions were posed to member practices of Sight Care and the remainder of this article is based around their responses. We will take key areas in turn and discuss each.

COMMUNICATION IS KEY In the current, plastic wrapped, hand sanitised world, patients may not be walking into practices to make appointments. The public are contacting practices by almost any means – telephone, email, SMS, WhatsApp, social media to name just a few. No longer is it enough to have someone on the front desk wearing a smart suit and a smile.

PLAN YOUR CET TODAY

C-76574 Approved for one CET Point

16

DISPENSING OPTICS DECEMBER 2020

For all the latest CET available from ABDO visit the Events section of the ABDO website. Here you will able to see the latest online interactive CET sessions available for booking. Online sessions include discussion-based workshops, a great way to learn in a small group of your peers. Online discussion sessions are available for all professional roles and are approved for three CET points. New sessions will be added regularly. Additionally, we continue to host our monthly CET webinar series featuring a range of topics and speakers. Each CET webinar will be approved for one interactive CET point.

Figure 1. Hand sanitising station (courtesy of Michael Offord Optometrists)

As we emerge into our new post Covid world, communication is key on so many different channels. Many practices have had to diversify and adapt, often performing remote or telephone consultations in the first instance to ascertain patient queries and triage clinical concerns3. For some, this might be from an offsite location – meaning that practice infrastructures have needed to expand to permit home working and social distancing of teams.

One comment made by many of the Sight Care practitioners, was the months of backlog of recall letters. The harsh reality is that we will not be able to catch up with this by the end of the year, and many patients may be feeling frustrated that they have not been contacted to make their (bi) annual appointment. Add to this mix the patients who might normally attend hospital eye services who have now had their appointments postponed or cancelled4.

Now is the time to be honest about this; practitioners felt it was imperative to contact those on database to let them know they were still there, still caring and still ready to see them when they felt comfortable venturing out of their homes.

This demonstrates not only that we care, but also that we haven’t forgotten about those who have shown loyalty to our practices previously. Practice management systems can make keeping in touch with everyone a much easier task; a robust recall system means we can easily identify those with greater clinical need, and at the click of a button send hundreds, if not thousands, of emails and SMS quickly and efficiently.

For those who don’t have access to technology, a phone call helps alleviate worries and fears of missing out and being forgotten about. Sometimes having that little bit of human contact can help alleviate fears, and if during the discussion an issue is highlighted that needs to be dealt with more immediately, you will have the opportunity to book the patient into the clinic.

Something that may be more concerning – and only time will tell what the long-term impact of this will be – relates to the delays experienced by those who have sight-threatening eye disease. In all four nations, the public health message has consistently been that those who have concerns about their vision should contact their optometrist in the first instance. This message must continue with practices supporting secondary care services where at all possible to deliver patient-centred care.

One Sight Care member reported using video slit lamp technology and telemedicine to prevent a seven-year-old shielding child having to attend an ophthalmology outpatient department. The parents of the child were relieved that they could receive care from their local optometrist on a one-to-one basis rather than making the 50-mile round trip to their nearest (busy) ophthalmology department.

In some ways, it is sad that it takes an event such as a pandemic for eyecare practitioners in primary and secondary care to use technology currently available to deliver more patient-centric care – and so it is essential that these links are used as the foundation for future service delivery planning.

We must never forget that technology can be both our friend and foe, and so whatever the means we choose to communicate by must be appropriate to the audience. Patient personal preferences for communication are important and they should dictate how they interact with your practice (General Data Protection Regulations compliance not withstanding). This in itself will help to build brand loyalty and establish rapport (even if it is digitally.)

FIRST IMPRESSIONS COUNT Many practices are adopting an appointment only policy where needs are triaged remotely prior to a visit to the practice5. This has many advantages: it

allows support staff to carry out lifestyle questionnaires, which will help shape recommendations for extended examinations such as dry eye or dispensing needs (for example, occupational lenses in their spectacles for using at the computer whilst they work in their new office environment at the kitchen table).

Many optometry colleagues feel more comfortable performing their history and symptoms remotely pre-appointment as this allows them to concentrate on the time spent in the consulting room investigating presenting issues. An optometrist in Scotland described how they were able to access an Emergency Care Summary with patient consent; this NHS document lists all the current medications and any longterm health concerns.

This goes some way to gaining better understanding to patient overall wellbeing, and in turn can help highlight areas where the eye examination may need to concentrate on when the face-to-face visit is being undertaken. This information is also essential to ensure safer prescribing for independent prescriber optometrists to prevent interactions between any ocular medications prescribed.

A strategy adopted by many practitioners was to call the patient list the day before to confirm appointments. With appointment diaries often booked weeks ahead, this allows support staff to ask a Covid questionnaire in a timely manner to reinforce the need for awareness of Covid symptoms and the procedures that may have changed since the patient last attended for an eye examination.

The net effect of this provides reassurance to patients that we value their safety. It allows the picture to be set for their visit to the practice, and what to expect when they arrive. It avoids any confrontations regarding policies of wearing face coverings and sanitisation procedures, and reinforces our appointments-only approach.

Whenever someone enters your practice, they should feel safe. There are many ways that this can be achieved. On arrival to the practice, everyone may be requested to sanitise their hands – either by washing their hands or using alcohol gel (Figure 1). Waiting room chairs should be spaced out (ideally at 2m intervals), and many have installed a screen at reception to give additional protections (Figure 2).

DECEMBER 2020 DISPENSING OPTICS

17

CET

Figure 2. Reception screen (courtesy of Angus Optix) From that first physical point of contact, it is essential to ensure the patient feels listened to, and to demonstrate empathy. With everyone wearing masks, eye contact is a key component to facial expression and body language, and although the smiles are hidden there is need to convey that willingness to serve (Figures 3 and 4).

There has been a great deal of discussion on the optical forums about what is suitable work attire; many practices have moved away from corporate clothing, and changed over to clinical scrubs (Figure 5) or easily laundered fabrics for uniforms. The use of scrubs may make the clinicians feel more comfortable with layers of PPE, and in the words of one Sight Care member: “It gives me an excuse to wear my comfortable trainers into work”.

Figure 3. Maintaining eye contact behind the visors is key (courtesy of TK&S Optometrists)

18

DISPENSING OPTICS DECEMBER 2020

On questioning patients, many find the use of scrubs more clinical than a business suit and it may go some way to reinforcing the concept of health rather than retail if optometrists are dressed in this way. Other practitioners felt it was more important to have a more corporate approach with business attire. In our current Covid world, there is no right or wrong answer on this one, with Sight Care member practices being split in opinion of what is most suitable.

PRACTICE ‘WOWS’ Pre-Covid, little ‘wow’ moments might have included offering a cup of tea or coffee on entry to the practice, or a chocolate mint tucked down the side of the boutique bag containing the latest spectacle purchase. Other examples include: • Late night opening to suit patient needs • A free MOT to existing frames six months after collection • A complimentary refillable bottle of spectacle cleaner and microfibre cloth to help look after those highend MAR coated transition varifocals • Home delivery of spectacles and contact lenses • A free taxi home after having dilating drops • Post collection follow-up visits to allow for adjustments to frames – even just a phone call to check on progress • A no quibble ‘like it or leave it’ guarantee for 90 days post dispense: if you don’t like your frame or lenses for any reason, then return them for exchange

In basic terms, ‘wows’ can be any moment that makes the patient feel cared for. Create little ‘wows’ along the way for your patient’s journey whatever way you choose to deliver eyecare and dispensing. Whilst it might not be as easy in our current work environment to offer a tea or coffee, there are many other touch points in the patient journey where we can exceed expectation. Those visiting the practice may take more gravitas from witnessing the cleaning of chairs and reception areas than ever before, as it contributes to the feeling of being ‘safe’.

Long before lockdown started, one Sight Care member practice instigated appointments only for dispensing and ‘frame styling’. This meant that, regardless of budget or aspirations, everyone receives one-to-one attention when choosing their new spectacles whilst sat down in a quiet area of the practice away from the hustle and bustle of the front retail area.

A curated selection of frames is offered based on preferences for shape, style, colour and budget – with final selection whittled down from there. This same practice reports a 17 per cent increase in their average order value with nearly two-thirds of their patients returning for a second or third dispense before the next eye examination date.

In light of our Covid world, this policy makes it much easier to keep track of the frames tried on during the frames selection process, which in turn allows for quicker and slicker decontamination of dispensing areas in preparation for the next patient.

Many practitioners feel it is important to explain the processes used to disinfect frames and other equipment used during

Figure 4. Mask modelled by Suki Woodhouse of Woodhouse Opticians

Figure 5. Scrubs modelled by Faye Boyling of Campbell & McDearmid Optometrists their sight test and dispensing to reinforce that safety is at the heart of how we operate in line with public health advice.

Covid withstanding, one of the single biggest ‘little wows’ is addressing someone by their name. Remembering details about them and their life from one visit to the next with continuity of care seems to matter more than any amount of chocolate.

TECHNOLOGY We’ve already mentioned the use of technology to keep in contact with our patients; this is not the only area of the practice where technology is becoming more essential day-to-day. The use of retinal photos, optical coherence tomography and wide field imaging has been well documented in professional journals during lockdown as making ocular examinations quicker and easier, minimising contact time whilst maintaining social distancing. Many suppliers of optometric equipment report higher than expected sales of phoropters and imaging modalities.

Technology is not, however, limited to the consulting room and it is commonplace for many High Street optometry practices to utilise digital measuring and dispensing tools. This might start with virtual reality technology to choose frames prior to visiting the practice, and extend to full measurement services for bespoke lenses. Whether we like it or not, these technologies are here to stay.

LISTEN TO FEEDBACK Make recommendations based on patient needs and wants – offer solutions rather than just the latest in lens technologies.

This ties right back around to lifestyle

questionnaires used when making appointments, whilst being knowledgeable about the products you are recommending.

Many large non-optical retailers now use customer satisfaction surveys as a means of driving their business forwards.

Optometry is no different. Consumer feedback is essential when designing staff training and developing new opportunities.

Online reviews can make or break a practice reputation – but don’t be afraid to ask for feedback. When looking at holiday accommodation, many of us use Tripadvisor or other comparison websites for the opinion of others. Whether good or bad, feedback provides an additional opportunity to communicate with your patients directly and weed out any potential issues before it becomes a problem, or worse still, a complaint.

If you do receive a complaint, try not to take it personally. Complaint procedures are a requirement for all practices, with details made readily available about who handles complaints and how long this should take6. Frequently, complaints arise from a breakdown in communication and a mismatch of expectations. Getting to know your patients better and making that connection will build on the trust they place in your practice – and the loyalty.

Use these scenarios to make your patients your ‘raving fans’ and let them shout out loud about how good your team are. In my experience, it can take a gentle nudge to get the good reviews – just don’t be afraid to ask. The continuous cycle of feedback, staff training, development and improvement is a key part to maintaining teamwork in any practice.

Whatever your practice policy, consistency is key. This means that every member of staff should follow the same guidelines – with staff training central to this. One great experience can be easily wiped out of the mind of a patient by a lukewarm one elsewhere in the practice.

Some of the skills required to create these ‘wows’ will be natural, some not so much so.

Humour and a smile can go a very long way to creating trust; this is human nature. It is a firmly held belief that regardless of what you say or do, you will never forget how someone makes you feel. Therefore, if a visit to a practice creates the feeling of being welcomed and being in safe hands, with honesty and integrity, you are onto a winner.

To sum up, customer service is not just for shops.

PAMELA ROBERTSON is an independent prescriber (IP) optometrist working in Angus Optix in the north east of Scotland.

She qualified as an optometrist in 1999 and obtained her IP qualification in 2011.

She achieved an MSc in Primary Care Ophthalmology in 2019 and has a specialist interest in contact lenses and dry eye. She is also a non-executive director of SightCare.

REFERENCES 1. College of Optometrists. Remote consultations during Covid-19 pandemic. 1 April 2020. Available at: https://www.college-optometrists. org/the-college/media-hub/newslisting/remote-consultations-duringcovid-19-pandemic.html [Accessed 13 October 2020] 2. College of Optometrists. The College of Optometrists Primary eye care Covid-19 pandemic guidance. 2020.

Available at: https://www.collegeoptometrists.org/guidance/covid-19coronavirus-guidance-information/ covid-19-college-guidance/primaryeye-care-covid-19-pandemicguidance.html [Accessed 13 October 2020] 3. General Optical Council (GOC) statement on use of technology during Covid-19 emergency. 28 August 2020.

Available at: https://www.optical.org/ filemanager/root/site_assets/ publications/covid_19/statement_on_ use_of_technology_during_covid-19_ emergency_final_200828.pdf [Accessed 13 October 2020] 4. Wickham L et al. The impact of Covid policies on acute ophthalmology services – experiences from Moorfields Eye Hospital NHS Foundation Trust.

Eye. 2020;34:1189-1192.

5. General Optical Council. Statement on re-opening optical practices during Covid-19. 24 June 2020. Available at: https://www.optical.org/filemanager/ root/site_assets/publications/covid_ 19/statement_on_re-opening_optical_ practices_during_covid19_emergency_ v2_final_200624.pdf [Accessed 13 October 2020] 6. General Optical Council. Standards for Optical Business. Available at: https://standards.optical.org/areas/ businesses/ [Accessed 13 October 2020] DECEMBER 2020 DISPENSING OPTICS

19

MCAs

Multiple choice answers Getting started in low vision is as easy as A, B, See

By Gaynor Whitehouse FBDO (Hons) LVA. C-75872 – published August 2020 Six of the following questions were presented online to entrants to comply with the General Optical Council’s best practice specifications for this type of CET.

Which of the following cannot conduct a low vision assessment? a. Dispensing optician b. A low vision optician c. A contact lens optician d. An optical assistant d is the correct answer. A wide range of qualified professionals can conduct a low vision assessment. Within a practice setting, this would be anyone who holds a GOC registerable qualification such as an optometrist. This also includes dispensing opticians, as low vision is one of their GOC core competencies, and contact lens opticians as they would have had to undertake the dispensing qualification also. In a practice, the low vision optician would be the preferred person to conduct the assessment as they have received additional specialist training.

What is the key driver for a patient to benefit from a low vision assessment? a. Patient motivation b. Practitioner experience c. Large choice of magnifiers d. Referral for emotional support a is the correct answer. All of the possible answers are important but none will be of any use unless the patient is motivated to participate fully in the appointment and is committed to making changes in their way of life; recognising that compromises may need to be made. If the patient has not yet reached the acceptance stage and is not actively seeking support, then success will be limited. However, the assessment is still a useful experience for the patient if only so that they know what support is on offer when they are ready to explore it.

Where might informal low vision support occur? a. In hospital b. In a practice c. In a support group d. At a low vision charity c is the correct answer. Informal low vision support may occur in many settings and focus on emotional support or advice. Support groups, emotional befriending and peer support are as important in supporting a low vision patient in their journey as formal support in the form of professionals at/in a hospital or practice environment.

Both formal and informal support and assessment are needed to provide holistic care for the patient.

According to the World Health Organisation (WHO) in 2020, which of the following definitions would be classified as low vision? a. Low vision is visual acuity less than 6/24 and equal to or better than 6/60 in the better eye with best correction b. Low vision is visual acuity less than 6/24 and equal to or better than 6/60 in the better eye without correction c. Low vision is visual acuity less than 6/18 and equal to or better than 3/60 in the better eye with best correction d. Low vision is visual acuity less than 6/18 and equal to or better than 3/60 in the better eye without correction c is the correct answer. There are many definitions used. This is the WHO definition and is distinct and different from those used to certify a patient as sight impaired or severely sight impaired in the UK, which uses a combination of visual acuity and visual field.

Which would be the most accurate layman’s description of low vision? a. A person cannot see well without using their spectacles or contact lenses b. A person cannot see even when using spectacles or contact lenses c. A person has a very high prescription d. A person has very thick spectacles b is the correct answer. It is useful to have a very basic way of explaining low vision to a patient and others.

By saying a patient cannot see even when fully corrected can help people to understand low vision, and help others to empathise by giving some measure of understanding that they can relate to. It is important to understand that low vision cannot be corrected with spectacles no matter how strong they may be. It is not simply a case of needing a new pair of specs. Answer c and d may (or not) also relate to low vision but is not an indicator on its own.

Who can offer certification of low vision leading to registration? a. A low vision optician b. An optometrist c. An ophthalmologist d. A rehabilitation officer

Participants are advised that the GOC’s Enhanced CET Principles and Requirements v4 document states that for text article CET questions: “A proportion of the questions should require the application of existing professional knowledge to determine the answer”. This can include personal research online, or following up the article references.

20

DISPENSING OPTICS DECEMBER 2020

c is the correct answer. Only a consultant ophthalmologist can certify a patient as sight impaired (SI) or severely sight impaired (SSI). It is this certification that enables a patient to register as SI or SSI and receive any assistance to which this entitles them. A dispensing optician or optometrist can refer the patient to the ophthalmologist for assessment (local protocols not withstanding). A patient would usually be referred to a rehabilitation officer for support once a need has been established.

In order to estimate the magnification help a patient requires, what distance should be used for calculation? a. 25cm b. 30cm c. 35 cm d. 40 cm a is the correct answer. 25cm is the standard used to estimate magnification. The near visual acuity is measured at 25cm and then divided by the desired acuity, which will give a value for the magnification required. This is an estimate only and provides a starting point for magnification. If time allows, it may be preferable to measure patient working distance and try a variety of magnification to find the patient preferred choice.

Which of the following statements about acuity reserves is false? a. Acuity reserve is defined as a ratio of a given print size to the near acuity threshold for reading a letter or a character b. Acuity reserve is defined as a ratio of a given print size to the distance acuity threshold for reading a chart at 6m c. Acuity reserve is usually calculated at 2:1 d. Some practitioners calculated acuity reserve using 3:1 b is the correct answer. Acuity reserve refers to near vision only and it is essential for a practitioner to know the acuity reserve in order for a patient to read fluently.

Both values of 2:1 and 3:1 can be used.

Which of the following is not a way to achieve magnification? a. A magnifier b. Move closer to object c. Use higher contrast d. Choose a bigger object to view c is the correct answer. Magnification is about increasing the image size that falls on the retina. his can be achieved in many ways. Answer c is relevant to a low vision patient as increased contrast makes things easier to see but, this does not magnify the retinal image.

REGIONAL EVENTS

ONLINE REGIONAL EVENTS FOR MEMBERS LAUNCHED 2020 has been a year of change. ABDO is changing too, making the most of digital opportunities to bring members together. Following on from its successful online Consultation Day last month, ABDO has announced a series of regional policy meetings to take place during December.

These meetings will allow members to discover the latest on national and local policy work, including updates on Covid-19.

ABDO head of policy, Debbie McGill, said: “This new series of meetings is the way ABDO will be engaging going forwards in 2021. It is your chance to meet your regional team members, who are on hand to support you locally. There will also be question and answer sessions, giving ABDO members the chance to have their say. And while we are starting with digital events, we hope that 2021 will give us the chance to offer these events face-to-face too – and include the delivery of CPD.” At the events, ABDO’s head of policy and regional leads will be presenting and consulting on ABDO policy objectives, as well as highlighting opportunities available throughout the UK for dispensing and contact lens opticians to develop and deliver further eye health care.

“We will take this opportunity to consult members on any barriers to developing and utilising skills in practice,” Debbie added.

Alongside this, regional leads will update members on ABDO’s work with the representative bodies in each nation, and the head of policy will provide an update on ongoing discussions with each nation’s government.

As Covid-19 looks like it will remain top of ABDO head of policy, the agenda for some Debbie McGill time yet, each meeting will also be a chance for ABDO to hear how members are managing on the front line, to advise on public health advice in relation to infection prevention and control and personal protective equipment, and to offer advice for employers and employees on practice risk assessments and dispensing to children at this time.

Regional events dates: • Thursday 3 December – Wales • Monday 7 December – Northern Ireland • Thursday 10 December – England • Monday 14 December – Scotland Find out more and book onto the event for your region at www.abdo.org.uk/events

DECEMBER 2020 DISPENSING OPTICS

21

CPD PART 7 – CET JOANNE ABBOTT

Keeping on target with CET he end of the year is normally a time when optical practices see a seasonal drop in footfall, and eyecare practitioners are afforded a little extra time to catch-up on tasks they have been meaning to do throughout the year. At the time of writing, the optical sector is navigating the challenges and changes brought about by the Covid-19 pandemic – far beyond anything we could have comprehended at this stage last year. Everyday practises are vastly changed from the pre-pandemic norm. As we prioritise urgent and essential care, the expected lull in full clinical diaries and subsequent drop in patientorientated work time will not materialise.

At the end of 2020 we will be two-thirds through the current CET cycle, which began in January 2019 and ends in December 2021. The statutory requirement for fully-qualified practitioners remains unchanged: registrants are required to obtain a minimum of 36 CET points over the three-year cycle and meet a minimum set of requirements, with additional requirements for contact lens opticians (CLOs) and independent prescribing optometrist speciality registrants1.

T

ARE YOU ON TRACK? The General Optical Council (GOC) expects registrants to obtain a minimum of six CET points per year in order to spread their learning over the full CET cycle. In response to the constraints of the pandemic, this annual point expectance has been relaxed for the current year2, although registrants are still advised to keep on target by undertaking learning with a time-staged approach.

Of the CET points to be undertaken during the cycle, the requirement remains that a minimum of 18 CET points obtained must be interactive in nature.

Interactive CET is designed to prevent risk associated with professional isolation and inability to interact with peers, and is defined by the GOC as involving either a lecture, workshop or peer review event with physical attendance, or distance learning which includes an interactive element1.

You can find out exactly what your individual CET requirements are, and what you have left to obtain, by either contacting the GOC or by logging in to the MyGOC platform, via the GOC website at www.optical.org. Your individual MyCET dashboard will show the CET points have already obtained and the requirements you have met. This portal also displays your personal development plan (PDP), and provides a facility to search for relevant CET opportunities by competency and type.

A detailed CET guide for registrants can be downloaded from the GOC website at MyCET Downloads.

22

DISPENSING OPTICS DECEMBER 2020

Figure 1: CET is readily accessible online

PLANNING AHEAD: INTERACTIVE CET Although the GOC reports that the majority of dispensing opticians (DOs), CLOs and optometrists are currently on target to obtain the minimum CET requirement for the cycle, it is imperative that you plan ahead accordingly to stay on target. Government constraints on in-person meetings and social distancing measures have meant that all planned face-to-face ABDO regional events that would have delivered interactive CET have been cancelled, and will remain so for the foreseeable future.

Interactive CET opportunities have been heavily reduced nationwide with the postponement or cancellation of trade shows and industry conferences, although some have moved to online delivery platforms.

Alex Webster, ABDO head of CPD, previously stated in a Dispensing Online interview at the start of the first national lockdown in April, that it was hard to imagine a return to in-person discussion workshops with registrants discussing cases in close proximity around a table – and this is still very much the case. As such, when planning your CET for the remainder of the cycle, be prepared that interactive CET obtained through in-person events may be very limited if it becomes available.

ONLINE CET WITH ABDO There are a number of avenues to complete CET: the ABDO CPD Department now provides regular opportunities to partake in interactive online peer discussions and discussion workshops covering a number of competencies and practice-based topics and scenarios.

These sessions are delivered via Zoom and require a good internet connection with video and audio capabilities on your device (Figure 1). They are a great way to maintain interaction with peers and keep up-to-date. If you are yet to undertake learning via this modality and wish to find out how to engage, then please do get in touch with the ABDO

CPD team and we can talk you through the process, ahead of your first session.

ABDO continues to provide a monthly interactive webinar free of charge for members. Topics have recently included myopia management, person-centred dementia care and getting the most out of optical aids. The majority of webinars are also available as recorded noninteractive CET lectures, accessible via the members’ portal on the ABDO website. Online discussion workshops, peer discussions and webinars are bookable via the Events section of the ABDO website.

Together with the monthly non-interactive distancelearning CET articles provided via Dispensing Optics, and available on the ABDO website, there are many opportunities for you to keep up-to-date with your minimum CET requirements.

CPD AND PROFESSIONAL DEVELOPMENT PLANS We are only too aware that the way we interact with our patients, peers and industry partners has changed during, and as a result of, the Covid-19 pandemic. We have all become adept at remote and telephone-based triage of patients. Our working practices have changed, with a necessary focus on infection control and minimisation of time spent in patient interaction.

Patients’ needs have also changed; from an altered visual lifestyle brought about from home-based working, to dealing with the effects of mask-associated dry eye3. We face an ever-changing scope of practice and our professional development must address these new demands.

Previous articles in this CPD series have discussed how clinical audit (Dispensing Optics April 2019) and reflective practice (Dispensing Optics February and March 2019) can highlight areas of practice that may require further consideration from yourself and/or peers and other members of your practice team.

The ABDO Professional Development Toolbox, which can be found in the CET section of the ABDO website, contains a number of useful tools for assessing professional development needs and determining development success. The SWOT and SMART analyses, together with the professional development plan (PDP) template can help you scrutinise your professionalism, your professional role and identify the needs of your patients. If you have previously used these tools, now is the time to assess whether your plans are on target – or if your goals and time frames need a rethink.

Conducting a critical self-appraisal using professional development tools can provide intrinsic orientation in identifying patient and self-focused professional development needs. These may be micro-needs, such as developing the ability to formally and succinctly record a telephone triage, or larger needs such as learning sign language to help communicate with the hard of hearing while faced with the difficulties of patient communication with mask wear.

They may form elements of a bigger, long-term goal to move into management or become a low vision optician or

CLO. Making sure that your PDP is up-to-date will ensure your goals remain relevant, achievable and time-bound.

FUTURE OF CET AND CPD A mentioned earlier, the current CET cycle will end on 31 December 2021 – by which time you will need to have accrued your minimum regulatory requirements to remain eligible for registration with the GOC. Make sure that you have accepted any CET points obtained on your MyGOC portal by then so that they are counted. If you think you may face difficulties in meeting your requirements, then please do get in touch with either the ABDO CPD Department or the GOC as soon as possible for assistance.

From January 2022, the GOC plans to make changes to the regulatory scheme with a proposed move to a new CPD scheme, marking the end of CET as we know it. The proposals are based on feedback from a public consultation – Fit for the future: a life-long learning review4 – conducted in 2018, and a further consultation earlier this year with registrants and industry stakeholders5.

The proposed changes aim for a more flexible, less prescriptive scheme allowing the practitioner to take responsibility for their own learning and development in tune with their scope of practice, whilst maintaining a fundamental standard of practice and knowledge base.

Such changes will require a re-writing of legislation, along with adequate support from the GOC and professional bodies so that registrants are prepared and able to successfully adopt the new scheme.

The ABDO CPD series in 2021 will provide members with the necessary tools in preparation for a move to the proposed new CPD scheme, and we will keep members informed of changes as they are confirmed.

REFERENCES 1. GOC. General Optical Council (GOC) statement on Continuing Education and Training (CET) during Covid-19 emergency. 2020. Available from: https://www.optical.org/filemanager/root/site_ assets/publications/covid_19/statement_on_cet_ during_covid19_emergency_final_200601_new_ review_date.pdf [Accessed October 2020] 2. GOC. Continuing Education and Training (CET). A guide for registrants in the 2019-21 CET cycle. 2019.

Available from: https://www.optical.org/download. cfm?docid=41DD0370-0CD0-4AAE-9568715C29CE DCE6 [Accessed October 2020].

3. Moshirfar M, West W, Marx D. Face mask-associated ocular irritation and dryness. Ophthalmology and Therapy 2020;9(3):397-400.

4. GOC. Fit for the future: a lifelong learning review.

Available from: https://consultation.optical.org/ standards-and-cet/fit-for-the-future-lifelonglearning-review/ 5. GOC. CPD (CET) review proposals. 2020. Available from: https://consultation.optical.org/standards-and-cet/ cetreview [Accessed October 2020].

JOANNE ABBOTT FBDO is ABDO CPD manager.

DECEMBER 2020 DISPENSING OPTICS

23

IN PRACTICE – CHANGE MANAGEMENT ANTONIA CHITTY

Taking charge of change he year 2020 has been one of change and as we look to 2021, contemplating the months of restrictions to life and practice that lie ahead, it can all feel rather daunting. In this feature, we look at strategies to deal with change when it is forced upon us, and how one practitioner has adapted his plans and taken a new direction for his organisation.

Day-to-day practice is not the same anymore. You may find that your days are spent rushing from patient to cleaning and on to the next patient. And our evenings are now full of news of the latest Covid-19 statistics. Add in the fact that many people have had to cancel holidays and family gatherings, seen their income drop, or lost their jobs, and it can be hard to remain positive.

Jasmine Gill is an optometrist and coach, and when lockdown first happened mid-March she was about to go travelling. She says: “I had a ticket to Rio and was going to spend six months abroad. I had finished a coaching diploma and accredited hours, and saved up so I could afford to go away.”

Jasmine found that despite the disappointment of the cancelled trip, her coaching training meant that she was well prepared for the challenge. She recalls: “I’d been working really hard on my portfolio. I had been indoors a lot, which meant I was prepped when lockdown happened.” She then made a conscious decision to watch less news and TV. She continues: “At that time, I’d started a meditation practice. Meditation is key to lots of things, such as feeling balanced, processing thoughts and being more certain in an uncertain world.” Her coaching training had also taken her to a number of summits and events where she had been able to build a supportive network which she could stay in touch with online. She says: “I have family all over the world so I could speak to them without being rushed and connect on a deeper level.”

T

24

DISPENSING OPTICS DECEMBER 2020

WE ALL NEED BALANCE AS WE LOOK TO THE FUTURE

MANAGING MIND AND BODY When Jasmine returned to practice, she found a high level of anxiety evident amongst both staff and patients. “There was one lady with dementia who came in on her own; she broke down, saying no-one came to see her. It’s hard to see people feeling like that. It is an added pressure that I don’t think optical companies understand. I feel it would be very useful for staff to have training on managing anxiety in themselves and others.”

Jasmine has a number of strategies that she has used to help deal with the challenges of life this year. If you have just a few minutes between patients, she advises taking some slow deep breaths.

“When you are in a high pressure state, your breath is more shallow,” she explains.

“These breathing techniques help you tap into your parasympathetic system, and switch off fight or flight. Or you could sit down, close your eyes, and be aware of how your feet are connecting to the floor to help you feel more grounded.

“On my first day back in practice, I was doing this between patients. It took me a month to settle back in. Connection is key to self-care and well-being: stay

connected with nature in your lunchbreak – step out or simply take a moment to look at the sky. In healthcare, we want to be of service, we give energy out all day, but we will be of most service if we feel well. Find ways to recharge that help you during your working day.”

With 2020 nearly at an end, Jasmine has some advice for anyone who is

JASMINE GILL

SERVICE REVALUATION

Learning new skills with the Prison Opticianl Trust concerned about how to face the rest of winter and head into the New Year. She suggests: “Think about mind, body, community and spirit and how you nurture each part of you. Try things you haven’t done before. Give others your time and attention. Be careful with social media: unfollow people who share things that are unhelpful to you and set your own boundaries.

“Build your support network. Take one courageous step a week out of your comfort zone. You will never know who you will meet. Spend less, then if your incomes change you’re more in control.

We are in a time of change, and if you can adapt your mindset to how to meet your broader needs, you will spend less time worrying about old systems changing and things that you can’t control.”

Visit Insight Coaching to find out more about coaching with Jasmine Gill.

Optometrist Tanjit Dosanjh is the founder of the Prison Optician Trust, which offers eyecare and training in optical skills for prisoners, and supports former prisoners into work. In March 2020, lockdown meant that both the eyecare and the training suddenly stopped – as prison governors ceased all non-essential personnel entering prisons, and put a hold on day release for prisoners’ education.

Tanjit explains how the Prison Optician Trust has adapted to this change: “Coronavirus has hit us, as it has every business, and the prison service is still locked down. Our training programme has been put on hold and we can’t restart until the prison service say it’s safe to do so. This has, however, given us the chance to revaluate and plan goals for the trust for the next five years.

“Our first concern when we heard about lockdown was what would happen to eye emergencies? We had to reshape our service. We put in a triage system, which would give us evidence to justify a site visit if needed: it was vital to keep this part of the service going to prevent sight loss.

“Once that was in place, I could look ahead. We needed to make more positions for non-qualified staff. The majority of the prisoners we train are male. Every male former prisoner who has found a job in a lab through our training has stuck to it, but the success rate has been more variable with shop floor jobs. So these jobs needed to be lab based, which started me thinking about the services the trust offers.

LIBERTY GLASSES SELECTION

“We already have a couple of jobs inhouse, where former prisoners glaze our range of frames to fulfil orders from our prison optometrists,” continues Tanjit.

“What if we could extend these jobs, by generating more orders? I set myself a new challenge during lockdown, to sell our own design Liberty Glasses frames into optical practices.

“The prison contracts mean we can purchase in bulk. Now, the Prison Optician Trust can offer frame samples to independent optical practices at a great price for excellent quality acetate frames.

Opticians send us the order online, and we have frames and lenses in stock, which will build up our orders and offer work to people who have trained with us and are leaving prison.

“We want to create 10 jobs in-house and offer prisoners 12 to 18 months of paid work, which allows them to adapt and adjust to life outside. This is on top of the programme, which allows trainees who are able and confident to move to a commercial employer, through which we have placed over 40 people in employment.

“I’ve always had to be flexible and adaptable – there wasn’t a set path for what I’ve done with the Prison Optician Trust. The pandemic has taught me to get all my ideas on the table, then prioritise what is really important. Right now, it’s not vital to chase more prison optometry contacts. What’s important is to create more jobs in-house for prisoners.”

For Tanjit, having the right support network has been vital. He says: “If I hadn’t restructured how we were running optical services in prison, I wouldn’t have had the headspace to deal with this. I have the right team, which frees me up to focus on the important issues of launching the frame range to optical practices to create jobs.

“My final tip for anyone struggling with change is to divide up the tasks ahead of you: what can I do, what’s out of my hands? For some things I wrote to people, to ask for help. And then I got on with the jobs only I could do. I’m now reaching out to opticians to stock Liberty Glasses. They are good value for money plus you’re supporting the charity.”

Find out more about Liberty Glasses at www.prisonopticians.org/liberty-glasses ANTONIA CHITTY BSC (HONS), MA, MCOPTOM, MCIPR is ABDO head of communications and author of 20 books on business, health and special needs.

DECEMBER 2020 DISPENSING OPTICS

25

ABDO SURVEY – EQUALITY AND DIVERSITY ANTONIA CHITTY

ABDO takes action on discrimination and harassment or many of us, the optical industry is a happy and safe environment to work in – but this is not always the case. A recent survey of ABDO members showed that a significant number face discrimination and harassment at work. Read on to find out more about the results of this survey, how ABDO is taking action, and what you can do too.

Global awareness of racial discrimination reached a new peak in May 2020 after the death of 46-year-old black man George Floyd while in police custody in Minneapolis, Minnesota, USA. After discussion between ABDO board members and staff, it was decided that action was important – but beyond that, it was vital to discover the extent of discrimination and harassment within the optical industry.

F

UNROOTING THE PROBLEM After liaising with the Equality and Human Rights Commission and investigating best practice, it was decided that the survey would seek to establish the problems ABDO members face in the realms of harassment and discrimination across all protected characteristics (see Box 1 for definitions).

The survey found that harassment and discrimination was present to an unacceptable level within the industry.

Key concerns included: • 21 per cent of respondents did not know whether their company had discrimination or harassment policies, and 12 per cent reported that their companies did not have such policies • 47 per cent of women who responded reported prejudice on grounds of gender ‘sometimes’, ‘a lot of the time’ or ‘almost all of the time’ • 32 per cent of respondents reported

26

DISPENSING OPTICS DECEMBER 2020

All members should feel safe and supported prejudice on grounds of age ‘sometimes’, ‘a lot of the time’ or ‘almost all of the time’ • 24 per cent of respondents reported prejudice on grounds of race ‘sometimes’, ‘a lot of the time’ or ‘almost all of the time’ Looking at individual comments, it was also clear that the majority who had experienced discrimination or harassment were not confident about raising their concerns, either because of lack of belief that the process would improve things, or because they would have had to raise concerns with the person causing the problem.

Only around 10 per cent of respondents made a report, which seemed to be down to a number of factors: 51 per cent of those who had experienced discrimination or harassment identified their employer or manager as the source, which obviously affects the employee’s confidence in reporting anything.

Further comments indicated that respondents feared lack of action or, worse, that they would be penalised for complaining. Of those who did raise an issue, only nine per cent felt that the correct action was taken, while 28 per

cent felt that the issue was not dealt with correctly. Comments from survey respondents included: • “Not reported, it would not have been taken seriously” • “If you complain about anything they make your working life very difficult” • “I was racially abused by a ‘patient/ customer’ but my employer at the time issued a letter to me implying the racial abuse was my fault for not ignoring it” • “It was reported to police, an incident number given and a statement taken but it was never followed up” For those living with discrimination or harassment, we need to remember the negative effect of being on the receiving end of prejudiced behaviour throughout your working life.

Although those who have experienced discrimination or harassment might be considered more likely to respond to this sort of survey, it is still shocking to see that more than a third – 35 per cent – of respondents reported prejudice on grounds of gender, with a corresponding 32 per cent reporting age prejudice and 24 per cent race prejudice.

Given that this past year has included an unprecedented degree of disruption, with many members being furloughed for months, this report may also underrepresent the degree of harassment or discrimination experienced in a typical year.

The findings also suggest that there is a lack of awareness among some managers and business owners about what constitutes discrimination and harassment,

Box 1: Facts Harassment is any form of unwanted and unwelcome behaviour which may range from mildly unpleasant remarks to physical violence.

Discrimination is when you are treated differently (e.g. less favourably) because of your gender, race or disability.

Protected characteristics as listed in the Equality Act: age, disability, gender identity, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

Box 2: Call to action for employers, managers and employees ABDO is calling for all employers to: • Introduce an equality and diversity policy, which includes a copy of the Equality Act 2010, along with your company’s statement on equality and diversity • Educate employees about the policy, both when they join and on an ongoing basis in staff training • Provide the staff member responsible for this area with equality and diversity training • Act transparently and in line with the policy should harassment or discrimination arise, whether from a patient or a member of staff It is only when all four elements are in place that employees will develop the confidence to consistently report prejudiced behaviour.

Employees should: • Make themselves familiar with the Equality Act 2010 and their employer’s practice protocols • Conduct themselves in line with the Equality Act and the GOC’s standards of practice and business standards towards all staff and patients in relation to protected characteristics • Promote equality in the workplace • Be aware of how to raise a concern internally

the detrimental impact this can have on staff, and how to handle it when a member of staff first flags a concern.

ABDO president, Jo Holmes, says: “Experiencing workplace discrimination or harassment can have a detrimental effect on a person’s wellbeing throughout their working life, which can have a knock-on effect at home. Promoting and practising equality, inclusion and respecting diversity is everyone’s duty in every scenario.

“This survey shows that some of our members are on the receiving end of prejudiced behaviour at work, which is unacceptable. Some people may be unaware of their prejudice or are unconsciously biased; we need to do our best to raise awareness and continue to support our members in taking the correct and appropriate action when necessary.”

ABDO wants to support and inform employers on their responsibilities, and employees about their rights (see Box 2).

Furthermore, ABDO provides practical assistance to help employers improve their policies and follow up with appropriate action, and to employees who experience prejudiced behaviour through its legal helpline. ABDO is also working with NHS England to provide detailed advice about speaking up, raising concerns and, in certain circumstances, whistleblowing for optometric and optical practitioners, other staff, practices and businesses. This will be released in the coming weeks. We will continue to engage with the other NHS representatives throughout the UK to provide similar.

STEPS YOU CAN TAKE If you are facing discrimination or harassment, please do take action. The first step is usually to raise this with your manager. If this isn’t possible, and your employer has one, you can also speak to the human resources (HR) representative.

Box 3: NHS obligations Practices that have NHS contracts throughout the UK have agreed to provide care to NHS patients in their area. However, it is possible to refuse NHS services to a patient who is abusive and/or harasses staff. There should be a process in place for staff to escalate concerns regarding such patients to the practice owner/manager for them to manage those situations accordingly, note in the patient record card why the said patient will no longer be provided eyecare, inform the patient of this and provide information on how to find another practice for their eyecare.

You may also be able to speak to a trade union representative. If this does not help, you can make a formal complaint using your employer’s grievance procedure. Employers may also have a whistleblowing/speaking up procedure. If this does not work and you are still being harassed, you can take legal action at an employment tribunal.

All NHS contractors have a duty to accept NHS patients. However it is still possible to refuse NHS services to a patient who is abusive and/or harasses staff (see Box 3).

If you need further support, ABDO’s Membership Department is the first port of call for advice and can signpost you to further help from ABDO’s Legal Advice Line, or support from ABDO’s HR Service as appropriate. You can also call the Advisory, Conciliation and Arbitration Service (ACAS) helpline for advice.

If you are an employer and are concerned that you don’t have a policy, or perhaps it isn’t up-to-date, do read ABDO’s full guidance which contains links to template policies you can adapt.

You can also discuss your policies with ABDO’s HR service: find out more here.

As part of its work to support members, ABDO wants every member to feel supported in reporting or receiving reports of harassment and discrimination.

Building on its 2020 Discrimination and Harassment Survey, ABDO will continue throughout 2021 to highlight problems, and raise awareness of resources for employer and employee members about their responsibilities and rights.

RESOURCES TO SUPPORT ACTION • Call ABDO Membership on 01227 733 911/733912 or email membership@ abdo.org.uk. The membership team can also direct you to the ABDO Legal Helpline.

• Call ABDO’s HR Service on 020 7298 5105 or email HRServices@abdo.org.uk • Call ACAS on 0300 123 1100 • Find out how to check if it is discrimination with information from Citizen’s Advice and get advice from Gov.uk on workplace bullying and harassment and employment tribunals.

Note: ABDO’s 2020 Discrimination and Harassment Survey was sent to all ABDO members who receive eNews on two occasions in August 2020. The results are based on 388 responses. The survey questions and analysis of respondents’ characteristics, along with the full report and guidance for members, can be found in the Regulation and Policy section of the ABDO website.

DECEMBER 2020 DISPENSING OPTICS

27

REGION UPDATE – LONDON JAYSHREE VASANI

Like a pebble in a pond ike many, I have been keeping myself busy whilst furloughed – finding new pathways and challenges. Finding a new pathway is a skill and takes hard work – learning, engaging and networking. The best pathways are those that facilitate partnership and collaboration, where you can leverage maximum mutual benefit. Enter National Eye Health Week (NEHW).

NEHW is a collaboration supported by ABDO, the Association of Optometrists, the Federation of Ophthalmic and Dispensing Opticians and the College of Optometrists.

My fellow London local lead, Ian Anderson, is a trustee of the charity Eye Health UK, which organises the week, and represents ABDO’s interests with the annual campaign.

NEHW particularly piqued my interest this year, as I thought of all those people who had put off an eye examination or visit to hospital during the first lockdown.

L

SPEAKING MY LANGUAGE We face an avalanche of sight loss as people continue to remain at home, due to a lack of knowledge and awareness of why the eye exam is so vital to the early detection of eye conditions, and of the support available. People from BAME (Black, Asian and Minority Ethnic) backgrounds and those with learning disabilities are particularly vulnerable – so I was particularly interested when I saw a group on LinkedIn called Covid-19 Infographics looking for health ambassadors.

This is a group of doctors, medical students and volunteers who have created infographics, providing communities with reliable, easy-to-read resources about Covid-19 in 35+ languages. Producing resources, including advice about face coverings, migrants’ rights and more, they work closely with organisations such as councils, GP practices, refugee centres, cultural schools and foodbanks.

Subhash Suthar from Glaucoma UK and I decided to reach out to this group and work with co-founders, Shiron Rajendran, Venughanan Manikavasagar and optometrist Pirakalai Manikavasagar. Together, we produced four infographics, liaising with Rachel Robson of NEHW website, Vision Matters, to provide a base for our resources: Eye Health and Covid-19; Mythbusters about eye health; Eye health advice; and The eye test: eligibility. The infographics are available in English, Arabic Traditional Chinese French, Hindi, Italian, Polish, Portuguese, Romanian, Spanish, Swahili Tamil Turkish and Vietnamese.

Around this time, the first BAME Vision Committee meeting was due to take place under the umbrella of cross-sector charity, Vision UK, which has worked to deliver positive change for blind and partially sighted people through partnerships across the eye health and optical sector. Unfortunately, the charity has been wound up as a result of the Covid-19 pandemic.

The BAME Vision Committee has continued, however, engaging with local BAME communities to highlight the

28

DISPENSING OPTICS DECEMBER 2020

Covid-19 infographic supporting NEHW importance of eye and general health. For NEHW 2020, four committee members took to the airwaves delivering key eye health messages to South Asian community groups in English, Gujarati and Hindi – and during Zoom meetings.

This meant brushing up on my Gujarati skills and engaging in a different way, but with the support of Bhavini Makwana, co-chair, and Subhash Suthar and Ballu Patel from the Royal National Institute of Blind People, we had great engagement – with Bolton Hindu Forum Radio reaching an audience of 36,000 listeners worldwide.

Topics raised included eye drops, dry eye, cancelled appointments for cataracts, and NHS sight test eligibility criteria; one listener didn’t know that eye exams were free for under 16s while another didn’t realise the importance of going for an eye exam when a close family member had glaucoma. It just showed the huge impact that can be made by simply delivering messages in a person’s mother tongue.

Two other members of the committee are Lance Campbell and Hamaira Ashraf-Haroon, SeeAbility eyecare champions for London and the north west respectively. They were recently involved in producing a YouTube video titled, ‘We can help you. Looking after your eyes’, aimed at people with learning disabilities and their carers. SeeAbility also has free resources for eyecare professionals to help support any patients with learning disabilities, available at www.seeability.org Each touchpoint should be a pebble in a pond, rippling out and bringing you into contact with more people and possibilities. If you are on a new pathway, continuing to make a difference to people’s lives, and are looking for support, please don’t hesitate to contact myself, Abi Page, ABDO London lead, or fellow local leads, Natasha Wood and Ian Anderson. We are all here to support you and understand the challenges you may be facing.

JAYSHREE VASANI FBDO is an ABDO local lead for London.

EYECARE FAQ

COMPETITION CORNER

SEASONAL MESSAGES OF SUPPORT

THIS MONTH’S PRIZE

ABDO GOODIE BAG We have another ABDO goodie bag to give away this month, including an NRC water bottle, mug, pin badge, USB stick and pen.

his month, EyecareFAQ will be covering the topics of blepharitis, nystagmus and congenital eye disease.

We have a mix of infographics, postcard graphics, jargon busters, FAQs, eye facts and the new EyecareFAQ Alphabet.

Throughout December on EyecareFAQ, we will be hosting our annual EyecareFAQ Charity Advent. Each year, we highlight smaller vision-focused charities in the UK. Visit EyecareFAQ on Facebook, Twitter and Instagram, check out the charities and follow their social media channel. Sharing their work costs only a few seconds of your time.

If you missed last month’s content, check back on the EyecareFAQ social media channels for an infographic and FAQ about diabetic eye diseases, postcard images on who’s who in optics, and a Driving and your eyes jargon buster.

Don’t forget: you can find EyecareFAQ on the ABDO website, Facebook, Twitter, Pinterest and Instagram.

T

To enter, email your answer to the question below – by 23:59 Friday 18 December 2020 – to competitions@abdo.org.uk, with ‘December Competition Corner’ as the subject of your email. Please provide your membership number and address.

Q: What major city is the ABDO National Resource Centre situated just outside?

The winner will be notified by Wednesday 23 December 2020.

Good luck!

Congratulations to our October competition winner: Joanne Goldby Remember: only one entry per member.

For T&Cs, visit ‘December Competition Corner’ in the Features section of DO Online.

BUSINESS BITES

DEVELOPMENT FOR YOUR TEAMS ABDO College has a range of courses open for applications right now...

• Access courses in English, Maths or Optics. These courses will help you gain entry to the Fellowship Dispensing Diploma.

• Optical Assistant Course. This course is designed for all support staff working in optics, from entry level to those with a desire to reinforce their skills and broaden their knowledge gained in practice.

Each module is designed to provide the learner with the foundation of knowledge needed in order to support both professional staff and patients in their practice.

• Distance Learning Revision Course. The revision courses are studied by distance learning over a period of six or 12 weeks and no college attendance is required. However, students are assigned a personal tutor who will mark and provide feedback on their work. The coursework is completed online and assignments are completed on a weekly basis.

The application deadline for all of the courses is 11 January 2021, with coursework starting on 1 February 2021.

Development for individuals can go a long way towards them feeling valued and helping towards staff retention.

Skills learned will also go on to add value in the practice environment. Both the Access courses and the Optical Assistant Course provide a great start on what could prove to be a long and rewarding career pathway.

Why not look at an individual's personal development plan (PDP) now to consider development in 2021. You can find out more about PDPs within the ABDO Business Support Hub Teams section.

For more information about ABDO College courses and to apply, visit the ABDO www.abdocollege.org.uk/courses DECEMBER 2020 DISPENSING OPTICS

29

JOBS AND NOTICES

Membership renewals 2021 Are you passionate about a career in eyecare?

ABDO is working with Youth Employment UK to promote careers in eyecare.

If you are age 18-25 and would be willing to talk about your job and your career, please email achitty@abdo.org.uk

ABDO membership renewals for 2021 will be emailed out on the second week of December 2020, inviting members to renew their subscription by the end of January 2021.

If you do not have an email registered against your account, please can you update this as soon as possible.

If you do not wish to provide an email, please log into the members’ area on the ABDO website for information about the status of your ABDO membership and how to pay online.

To place an advert, telephone 0781 273 4717 or email ncollinson@abdo.uk.com. Booking deadline for the January is issue is Friday 27 November. Special rate for ABDO members. Visit DO Online to place your online jobs vacancies, as well as practices for sale

30

DISPENSING OPTICS DECEMBER 2020

A CL PP O LIC SI A N T G IO SO N O S N

abdo COLLEGE

Grow your practice, develop your team ABDO College offers great courses to help your staff develop Optical Assistant This course is designed for all support staff working in optics, from entry level to those who want to develop skills and knowledge gained in practice.

The course offers an introduction to formal learning for students in the area of optics to help them progress in their optical career and educational pathway.

It will help staff to contribute more in practice and increase the range of skills they have to support professional staff and answer patient queries.

Staff will develop knowledge of lenses, frames, contact lenses and optical roles, adding to their confidence and knowledge.

• Learn online • Complete practice based tasks • Individual tutor support • Optional repairs and pre-screening workshop • Continuous assessment – no examinations • No previous qualifications required • Gives access to year 1 of the FBDO diploma • Lasts 25 weeks • Cost: £795

Why ABDO College?

• A proven track record since 2001 • A range of courses to suit your needs • Dedicated and experienced academic staff • Friendly and supportive learning environment • Consistently high theory and practical examination results • Flexible payment plans • Helpful course tutors For more details and to apply: visit www.abdocollege.org.uk call 01227 738 829 (Option 1) or email info@abdocollege.org.uk

Applications close 11 January 2021

KEEPING EXCELLENCE IN YOUR SIGHTS

NETWORKING AND EDUCATION

NETWORKING AND EDUCATION

PROFESSIONAL SERVICES

FINANCE AND ADVICE