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home Health and science
Optical assistant - Contact Lens Assistant

Optical assistant - Contact Lens Assistant

Health and science

Level 3 - Technical Occupation

Helping customers in the optical retail environment.

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Reference: OCC1377B

Status: assignment_turned_inApproved occupation

Average (median) salary: £19,073 per year

SOC 2020 code: 7114 Pharmacy and optical dispensing assistants

Technical Education Products

ST1377:

Optical assistant 2022 - Contact Lens Assistant

(Level 3)

Approved for delivery

TL0012b:

Healthcare science - Optical care services

(Level 3)

Employers involved in creating the standard:

Specsavers, Vision express, Boots Opticians, Leightons opticians, Insight Optical, The Outside Clinic, Asda Opticians Independ practice input via Gordon Illett

Summary

This occupation is found in the healthcare industry including small practices, large multiple practices, or within a person’s home or care facility. It is a support role assisting an Optometrist and/or Dispensing Optician.

The broad purpose of the occupation is to interpret a prescription to identify the appropriate optical device to meet the need of the prescription and customer. To review spectacles for quality, prescription, measurement and accuracy and the effects on the eye and vision. Optical Assistants need to be able to identify the appropriate optical appliance, such as spectacles, contact lenses or magnifiers to meet the individual's needs, and be able to explain the features and benefits of these, using non-technical, customer friendly language. Optical assistants need to be able to problem solve and manage customer expectations ensuring that products meet the specification.

In addition to core knowledge and skills, Optical Assistants will complete specialist knowledge and skills relevant to the optical environment they are working in, choosing from one of the following options:

  • Providing screening services to customers (pre-screening)
  • Delivering services independently in people’s homes or care settings (domiciliary)
  • Working with customers with contact lens. (insertion and removal)


In their daily work, an employee in this occupation interacts with:

  • Patients, service users and carers
  • Other members of the multidisciplinary team, including GPs, optometrists, ophthalmologists, orthoptists and optical assistants
  • Administration, management and other non-clinical staff like receptionists and retail managers
  • Clinical staff including optometrists and dispensing opticians.

An employee in this occupation will be responsible for:

  • Accurately interpreting a prescription and selecting the most appropriate optical appliance.
  • Providing accurate and appropriate advice to customers within the scope of their job role.
  • Managing clinical appointments.
  • Delivering responsive customer experience.
  • Using an extensive range of technical equipment and tools to provide optical services.
  • The safety and wellbeing of themselves and the customers.
  • Collaborating with team members and supporting professional colleagues to provide optical services.

Employers involved in creating the standard:

Specsavers, Vision express, Boots Opticians, Leightons opticians, Insight Optical, The Outside Clinic, Asda Opticians Independ practice input via Gordon Illett

Typical job titles include:

Optical Assistant

Keywords:

Assistant
Eyes
Glasses
Optical
Optical Assistant
Retail

Knowledge, skills and behaviours (KSBs)

K1: Employer or company values, beliefs and purpose
K2: Patient referral processes and procedures and the implications of not following procedures
K3: Policies, procedures, and regulated activities within the Optical working environment, such as GDPR, NHS, GOC health and safety and safeguarding
K4: Importance of personal presentation, time management and teamwork
K5: Different customer types and needs within the optical environment
K6: Communication principles and techniques to use to communicate at work to reduce barriers of communication
K7: Wider services that are available to support customers with specific needs such as non-English speaking, non-verbal, profoundly deaf, learning needs
K8: Health and safety at work legislation relevant to working in the optical environment, including hygiene and infection control measures and customer safety
K9: How to use and maintain optical equipment
K10: First aid procedures, accident and incident reporting and evacuation processes
K11: The services available to customers in the optical environment such as sight tests, contact lens and extended services including minor eye care services, low vision services and their benefits or limitations
K12: The non-prescribed products available to the customer within the optical environment such as contact lens solutions, common ophthalmic drops, ready readers, magnifiers, and other accessories
K13: Pre-appointment processes, record keeping (e.g. adhering to relevant legislation when recording and storing personal data) and the principles of gaining consent, including when and how information can be disclosed to a customer or service provider
K14: Appointment types, lengths, booking systems and clinic management in the optical environment including NHS exemptions and private appointments
K15: Business sight test and contact lens recall requirements
K16: Ocular emergencies and when to seek advice, including escalation and reporting procedures
K17: Clinic preparation processes such as preparing records, General Ophthalmic Services eligibility and entitlement, identifying customer needs, confirming appointment
K18: Product tolerances such as British standards, ISO, UKCA
K19: How to use lens measuring equipment
K20: How to recognise engravings such as progressive lenses safety spectacles and remark of lens
K21: The structure of the eye, spectacle prescriptions and vision correction options
K22: Lens form, types, materials, coatings and their features and benefits
K23: Specialised vision correction options such as safety spectacles, sports spectacles, contact lenses, magnifiers and their features and benefits
K24: Frame materials, shapes, components and their features and benefits.
K25: Frame fitting and suitability including facial, frame and lens measurements and the equipment used to measure these
K26: Pricing, promotions and offers, ordering and payment systems and collection options and procedures
K27: When to use visual acuity to check near vision and prescription adaption requirements
K28: Frame adjustments and the impact of poor fitting on both comfort and vision
K29: Adjustment tools and equipment used for spectacles
K30: Advice and guidance on frame fitting /and or lens care and after sales services for customers
K31: Guarantees, warranties available within an optical environment and the requirements of the Sales of Goods Act
K32: Employer concern handling policies and procedures and when to escalate complaints such as to the NHS and/or the Optical Consumer Complaints Service (OCCS)
K33: Employer and manufacturer's remake and repair procedures for spectacles
K34: Implications of poor fitting on the customer
K35: Implications and impact of incorrect measurements, prescriptions and product recommendations for the customer and business
K36: Implications and impact of customer concerns and or complaints on the business brand and professional members of staff
K37: The principles of continuing professional development and the local arrangements for appraisal in the workplace, such as self- reflection, feedback, career opportunities and target setting
K38: Business operating models, targets, and key performance indicators in an optical environment
K39: Understand a customer's ability to make decisions on the products they are purchasing (Mental Capacity Act and Best Interest decisions and power of attorney)
K40: Understand ocular conditions such as glaucoma, cataracts, macular degeneration, diabetes
K41: The equipment used and purpose of different screening tests available within the optical environment, such as auto Refractor, Non-Contact Tonometer, Optical Coherence Tomographer, Visual Fields Screening, Fundus Camera
K45: Contact lens handling, insertion, and removal procedures
K46: Advice and guidance given to customers such as cleaning regime and solution types including wearing schedules and lens care
K47: What to do in an emergency (out of hours)
K50: The importance of team communications when working remotely

S1: Deliver customer service which aligns with company values, beliefs and purposes
S2: Identify when and who to refer to when supervision is required such as ocular emergencies, screening, dispensing and collections of restricted categories
S3: Work within the limits of policies, procedures, and regulated activity such as GDPR, NHS, GOC, Health and Safety at Work and safeguarding
S4: Follow employer’s guidelines and expectations for presentation and team working
S5: Identify and meet customer needs within the optical environment
S6: Communicate with customers and the optical team to maximise understanding
S7: Refer customers needing communication support such as language, hearing, visual or learning difficulties to appropriate services
S8: Follow health and safety legislation in the optical environment including customer safety, hygiene, and infection control
S9: Follow safe use instructions when using optical equipment such as adjustment tools, screening equipment and measuring equipment
S10: Follow procedures and processes for first aid, accident and incident reporting or evacuations
S11: Provide the benefits and limitations of the different services (e.g. sight tests, contact lenses) and extended services (e.g. minor eye condition services, low vision services) to the customers within the optical environment
S12: Offer non-prescribed products such as contact lens solutions, common ophthalmic drops, ready readers, magnifiers, and other accessories to customers
S13: Select appointments, recall information, appointment types and exemptions on the employer’s system, and maintain accurate records, e.g. customer details
S14: Report and record ocular emergencies following correct employer procedures
S15: Accurately prepare clinical records for use following employer procedures
S16: Accurately complete customer pre-appointment procedures
S17: Use product tolerances to validate product accuracy
S18: Use lens measuring equipment to identify prescriptions and lens measurements
S19: Identify lens types using engravings such as progressive lenses and safety spectacles and remark lenses where required
S20: Interpret the spectacle prescription to identify a range of vision correction options suitable for the customer
S21: Offer suitable lens products to the customer based on customer needs and preferences, using features and benefits to highlight suitability
S22: Offer specialised products to the customer based on their needs and preferences, using features and benefits to highlight suitability
S23: Offer suitable frames to the customer based on their needs and preferences, using features and benefits to highlight suitability
S24: Identify frame fitting suitability including facial, frame and spectacle lens measurements required to process spectacle orders for the customer
S25: Process spectacle orders, payments and arrange collections, offering relevant promotions to the customer where appropriate
S26: Identify and check visual acuity for near vision spectacle, explaining adaption as required
S27: Fit spectacle frames through the use of questioning, measurements, and tools
S28: Use tools correctly to adjust frame without causing damage
S29: Provide advice and guidance on frame fitting, lens care and after sales service
S30: Identify guarantees and warranties of optical products and adhere to the Sales of Good Act
S31: Manage customer concerns and or complaints in line with employer procedures
S32: Use problem solving techniques to identify concern and or complaint causes
S33: Communicate with customers to resolve concerns or complaints within the limits of their own authority
S34: Follow remake procedures
S35: Follow repair procedures
S36: Recognise and resolve customer complaints e.g. poor fitting, incorrect measurements, or offer alternative options in line with business requirements
S37: Participate in training and development activities to maintain own practice
S38: Participate in appraisal, obtain feedback, and use self-reflection to plan further development opportunities and identify available career opportunities to support progression
S39: Adapt approach for customers with ocular conditions such as glaucoma, cataracts, macular degeneration, diabetes
S44: Demonstrate contact lens handling and insertion and removal to a patient
S45: Show the patient how to care for their lens
S46: Provide advice and guidance on cleaning of lenses and solution types
S47: Follow out of hours emergency procedures

B1: Treat people with dignity and respect.
B2: Show discretion and empathy for those you work with
B3: Be adaptable, reliable and committed
B4: Be caring and compassionate
B5: Show resilience and self-awareness
B6: Show openness and integrity at all times

Duties

Duty D1

Act within the limits of own competence and within agreed ways of working, following the relevant local and national standards, policies, standard operating procedures used in the workplace.

Duty D2

Promote and provide a high level of service and care throughout the customer journey.

Duty D3

Maintain the health, safety and security of yourself, customers and others in the workplace by identifying risks and taking appropriate action to keep people safe.

Duty D4

Identify customer needs and offer the appropriate services and products to meet those needs.

Duty D5

Provide and maintain a triage and appointment booking service for customers.

Duty D6

Provide a pre-appointment service for customers, gaining valid consent.

Duty D7

Review spectacles for quality, prescription and measurement accuracy.

Duty D8

Provide a (product recommendation, measurement and fitting) dispensing service for customers requiring spectacles.

Duty D9

Provide a spectacle collection, fitting and adjustment service.

Duty D10

Provide and maintain a concern handling service for customers and manage queries.

Duty D11

Meet personal and business targets and goals on an ongoing basis.

Duty D13

Provide a contact lens insertion and removal service.

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

Professional Occupations

Levels 6-7

This is the focused occupation.
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Level 3

Progression link from focused occupation.
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Level 6

Health and science