This session explores how optical practices can move beyond compliance to deliver genuinely inclusive, accessible, and person-centred eye care. Drawing on lived experience of disability and neurodivergence alongside professional practice, Tammie Loughlin challenges assumptions around “non-compliance”, missed appointments, and disengagement, reframing them as system-created barriers rather than patient failure. Grounded in the General Optical Council Standards of Practice, the session looks at communication, consent, sensory environments, booking systems, and language used in care. Attendees will leave with practical, realistic adjustments they can implement immediately, strengthening trust, improving outcomes, and creating environments where patients - and staff - feel truly seen and supported.

Learning outcomes:

• Practitioners will recognise how communication style, language choices, and system design influence consent, patient engagement, and safety across the patient journey
• Practitioners will identify the impact of assumptions and labels, such as “non-compliant” or “Did Not Attend”, on patient trust, equity of care, and clinical outcomes
• Practitioners will evaluate practical adjustments that improve clarity, accessibility, dignity, and inclusivity within everyday clinical practice