Patient Communication and Signposting

Dear Colleagues,
RE: Patient communication and signposting
I write to thank you all for the part that you are playing to support
patients and provide care during this difficult time, and also to ensure the
continued safety and ability for our patients to access eye care services
across Wales.
For all practices, open and closed, the safety of our patients must
remain our number one priority, and the way that we communicate as
professional colleagues, and with the public during the Covid-19
pandemic, is essential to the ongoing safety of all patients.
In my letter dated 30 March 2020, and following the announcement of
the financial support package available to all optometry practices, I
detailed clear requirements for all practices who have closed, in terms of
signposting for patients.
“Where a practice has taken the decision to close, arrangements must
be put in place (e.g. via the practice’s telephone answering system) to
provide clear signposting to one or more other local practices, which are
continuing to provide emergency and essential eye care in the
optometric clusters”.
Many practices that are closed have acted upon the requirements for
signposting and have made sure that there are clear messages for
patients on their answering machines, websites and in practice windows.
I would like to thank you for your co-operation and the consideration of
the patients that you serve.
Unfortunately, it has become apparent that not all practices have
provided this necessary signposting. This has resulted in delays to
patients accessing care, patients presenting inappropriately to GP
surgeries and pharmacies, and in some instances to overburdened
Emergency Departments.
The General Optical Council Standards of Practice outline that, as health
care professionals, the care, wellbeing and safety of patients must
always be our first concern, even when you do not have direct contact
with patients. Standard 10.1 requires us to “work collaboratively with
colleagues within the optical professions, and other healthcare

practitioners in the best interests of your patients, ensuring that
communication is clear and effective”
Although I am sure that everyone has done what they think is in the best
interests of their patients; I am writing to ensure that you are aware of
why provision of clear signposting to one or more other local practices,
which are continuing to provide emergency and essential eye care, is an
essential part of ensuring the safety of all patients during the Covid-19
pandemic.
A list of all practices that remain open, through discussions with local
health boards, is available on the www.eyecarewales.nhs.uk website
and provides a useful source of information for both practitioners and the
public. Should any practices require assistance with signposting or
communications, please contact Optometry Wales or your local
optometric advisers who will be pleased to help.
I would ask that everyone ensure the necessary signposting is in place,
through practice telephone systems, in practice windows and practice
websites by Monday 20th April, to ensure the requirements for NHS
payment are met at this time.
Yours sincerely,
David O’Sullivan
Chief Optometric Adviser / Prif Optometrig Ymgynghorol
Office of the Chief Medical Officer / Swyddfa'r Prif Swyddog Meddygol
Directorate of Primary Care & Health Science / Cyfarwyddiaeth Gofal
Sylfaenol a Gwyddor Iechyd
Welsh Government / Llywodraeth Cymru
Cathays Park, Cardiff CF10 3NQ / Parc Cathays, Caerdydd CF10 3NQ