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'I still break out into a sweat when I get anything regarding the award, fearing it was all a big mistake and they want the trophy back,' says the self-effacing optometrist from Boots Huddersfield. But there was no mistake. Wilson is the epitome of the consummate professional - working hard in practice to provide the best care for patients and eschewing management roles for the opportunity to continue caring for the public.
'Everyone who comes to see me has a potential problem either visually or with their ocular health and has concerns. My goal is to address those concerns and resolve them to the best of my ability so that the patient leaves me in a better state of mind and wants to come back to see me next time,' he explains. Sometimes this might mean reassurance and no corrective measures just to ease their mind but in a way that when they do need correction he is the person they will come to.
'I strive to come over as professional, friendly, knowledgeable but most of all caring,' he says drawing on the John C Maxwell quote: 'People don't care how much you know, until they know how much you care.'
Typically Wilson is eager to highlight the team nature of optics and points to the important role everyone in the practice plays. 'We endeavour to create a customer journey from the patient entering the practice to them leaving.'
At Boots Huddersfield each patient is allocated an optical assistant (OA) who sits down with them and fills out the necessary paperwork. This includes questions to find out the reason for the visit and any issues they may have with existing eyewear. The same OA takes the patient on after the consultation and completes any additional tests. Wilson says he is blessed with a team that makes sure no one goes unseen even if it means working through a lunch hour. 'You can't expect that of your staff I am just lucky they all have a similar mindset to myself.'
It was Wilson's regional manager who nominated him for the award. At the time he was working part-time in a regional management role in addition to being a College assessor and examiner, teaching at Boots conferences and looking after many pre-reg students.
'Simply to be nominated is an immense compliment in itself and I will always be grateful to her for that. I politely told her I had no chance and thought no more about it,' he says. How wrong that proved to be.
More shocks were to follow. 'My staff contacted patients and without my knowledge put together a portfolio for me and the next thing I knew I had been shortlisted. I thought I was way out of my league, but at least I would have a great night out.'
And the night didn't disappoint. 'I am a big fan of Strictly Come Dancing so to see Darren and Lilia and Chris Hollings was a thrill. When Chris announced the winner, all I can remember was being blinded by the spotlights, and my managing director slapping me on the back. All I could think was how I was going to get through the melee of people, tables and chairs without falling over.'
The trophy now stands on the front reception desk along with framed photos from the night for all to see. 'It is by far my proudest achievement and a treasured possession.'
But the recognition didn't end there. Wilson says over the following weeks he received many letters of congratulations from divisional executives and chairmen as well as the PCT. Wilson was also busy writing letters to those who helped with kind words for his entry. 'All my staff were invited to my house for a celebratory meal.'
The Award also has longer lasting effects. He hopes it will help secure his Fellowship from the College of Optometrists, but the bigger impact is on how he views patients. 'I saw for the first time the testimonials my patients had written about me and these made me re-evaluate my whole thinking regarding patient care. Having read those testimonials I now realise just what a difference we in optometry make to people's quality of life and how grateful they really are.
'The awards night was a career highlight I will fondly remember for the rest of my life. I would like to thank all involved for letting me be part of it.' ?
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