Fostering respectful workplaces

As part of the 2023 General Optical Council (GOC) Registrant Workforce and Perceptions Survey, close to 4000 optometrists and dispensing opticians answered an online survey about their experiences at work.

The results revealed that 41% of respondents had experienced harassment, bullying or abuse from patients over the past year.

One in five respondents had experienced this type of behaviour from managers over the past year, while one in four optometrists and dispensing opticians surveyed had experienced discrimination in the same time period.

Analysing the results, the GOC determined that there were higher levels of bullying, harassment and abuse from patients and managers among the optical workforce than experienced by NHS staff.

While the issue of harassment and discrimination within the optical workplace is a complex one, there is a role for every member of the practice team to play in addressing this behaviour.

OT talks with practice team members – and the AOP legal team – about steps that can be taken to build safer and more respectful workplaces.

Creating safe workplaces

Dispensing optician, James Dawson, highlighted that practices have a duty to create a workplace that is safe – both physically and mentally.

He shared the value of building a cohesive team, where each staff member appreciates the role of every individual in helping the practice to run.

“Once that is in place, it makes for a fabulous workplace for all of the staff and a great environment for your customers,” he said.

Optometrist and practice director of Edwards and Walker Opticians, Dr Pretty Basra, shared that regular one-to-one meetings with employees can help to pick up on early signs of bullying and harassment from colleagues.

She also recommended being mindful in observing how people interact with each other – whether this is colleagues or patients.

“I have seen some practices that have a bullying and harassment sign in the reception areas indicating it will not be tolerated. I believe if you have a good team and you offer the best experience to the patient then these issues would be less frequently encountered,” Basra said.

Dispensing optician and Bradford College lecturer, Maryna Hura, highlighted that it is important to support any individual who experiences bullying, harassment or discrimination at work.

Practices should make sure that every staff member understands the notion of bullying and harassment – and that this behaviour will not be tolerated in practice.

“Everyone deserves to work in a harassment-free environment, so it is vital to be able to recognise and address unacceptable behaviour in practice,” Hura said.

The AOP view

Asked for her tips for creating respectful workplaces, head of employment at the AOP, Liz Stephenson, shared that employers should ensure that they have up-to-date policies and provide regular training.

“Employers should encourage employees to consider how their words and actions could affect others,” she said.

Employers should make sure that employee information related to health and protected characteristics is treated confidentially and sensitively.

Stephenson also recommended that practice team staff should be mindful when arranging meeting times. “Ensure that meetings are arranged for times that are convenient for all bearing in mind their working hours, any caring responsibilities, health conditions or any religious requirements, for example,” she said.

Reflecting on inappropriate workplace behaviour, Stephenson shared that staff should avoid ‘banter’ that could be offensive. “The intention to cause offence doesn’t need to be present. It can be harassment if the victim experiences it as such,” she said.

Stephenson explained that examples of behaviour that could be construed as bullying or harassment include intrusive questioning, ostracising or ignoring someone, gossiping about a member of staff or shouting at them.

She added that if an employer witnesses this type of behaviour they should step in at the time and call out the behaviour – or as soon as possible afterwards.

They should also ask the person who experienced the behaviour if they need any support. The employer can also contact the AOP employment team in order to seek advice.