Since 1991, optical services provider Optical Express has grown to over 100 practices across the UK, Ireland and mainland Europe.
Growth in this period is attributed to the multiple’s commitment to provide patients with a world class level of service and clinical care, Stephen Hannan, clinical services director at Optical Express, tells Optician.
‘Over this time, we have become a key player in the industry, thought leaders in the provision of refractive surgery and the multi-disciplinary working of optometry and ophthalmology,’ he says.
Hannan says in 30 years, Optical Express has revolutionised the way eye care is delivered through its refractive surgery offering.
‘We are Europe’s largest private provider of laser eye surgery, lens replacement surgery and cataract surgery, while still offering patients a full range of glasses and contact lenses. We are the only eye care provider to offer this choice of vision correction solutions. From a first eye examination as a child, we offer our patients cradle-to-grave eye care.
‘Throughout the past 30 years, our commitment to our patients has remained steadfast and we put our success down to the fact that we’ve built our company around our patients, investing heavily across our business to provide an exceptional experience and world class outcomes,’ he explains.
When asked how the delivery of eye care has changed at Optical Express in 30 years, Hannan says developments in ophthalmic technology means its clinicians have the opportunity to work with advanced equipment, allowing them to treat more patients with an even wider range of lens prescriptions and eye conditions.
‘Personally, I enjoy learning about new technologies, considering these and making recommendations to fellow board members on how they could benefit our patients and clinicians.
‘Over £400 million has been invested in our clinics and technology, enabling us to achieve the best possible clinical outcomes for our patients. From the investment in advanced technology, state of the art clinics, IT systems, clinical services support, our international medical advisory board and experienced ophthalmic surgeons and optometrists, we pride ourselves on offering our patients the highest standards of clinical care.’
Pandemic precautions
Covid-19 has made Optical Express even more focused on delivering a world class service and experience to its patients, Hannan says. He adds that as providers of essential eye care, practices are open and offering a full range of services including pre-operative consultations, vision correction surgery and eye examinations.
The multiple has measures in place to ensure patients and employees are safe in its clinics at all times, Hannan explains. ‘Optical Express has always been a strong advocate of telemedicine supported clinical care. The benefits of this through lockdown, and as we emerge into the new normal, are self-evident. We have worked to increase our telemedicine offering, meaning more of our patients can access expert eye care without the need to travel to a clinic.
‘Throughout 2020, staff in Optical Express clinics across the country demonstrated a real determination to serve and protect our patients, our planet and our NHS. None of that amazing work would have been possible without the resolve of our teams. As clinical services director, I am immensely proud of the continued professionalism and dedication shown by Optical Express staff throughout Covid-19.’
Unprecedented backlog
Eye care providers in primary and secondary care are acutely aware of the challenges and increasing strain on the NHS created by the pandemic. Hannan recognises that hospital colleagues are under great pressure. ‘In order to treat those who most need it, the NHS has been forced to cancel and delay non-emergency care. That means that patients with certain non-emergency conditions are having to suffer for longer,’ he says, adding that this includes cataract surgery.
Hannan says: ‘There is a backlog of patients waiting for cataract and other ophthalmic procedures that has been made even worse by the effects of the Covid-19 pandemic.’ He adds that there is a very real risk of sight loss for those waiting for cataract surgery. ‘Optical Express is able to provide cataract surgery to patients and we will soon launch a co-management programme for external optometrists and optometric practices to participate in,’ Hannan reveals.
Stephen Hannan, clinical services director at Optical Express
He explains: ‘Even in less critical cases, restricted vision has severe implications, particularly for the elderly and the vulnerable, who are disproportionately affected by both cataracts and Covid-19. It is incumbent on all of us with the expertise and capability to provide eye care services to help at this very difficult time. That is why Optical Express has written to all prominent and relevant Government departments within the UK and Ireland offering to provide cataract surgery to patients on NHS waiting lists at the NHS tariff rate. This unprecedented backlog poses a real risk to patients’ sight and it demands an urgent solution.’
Hannan says that with the help of Optical Express, the NHS could ‘drastically increase surgical capacity, reducing waiting times for all and improving patient outcomes.’ He adds that by providing care in the community, some of the burden on the NHS could be relieved. ‘It would also mean patients get treatment closer to their homes and, importantly, even quicker, ending the months of agonising delays that most cataract patients are currently facing. It will allow these patients to have their vision restored and mean they can get on with their lives once more, with the added benefits to their general health and wellbeing that this will bring.’
However, a community-based approach to multi-disciplinary optometry and ophthalmology working does not stop at cataract, he says, noting that there are excellent initiatives at various stages for conditions such as glaucoma and age-related macular degeneration (AMD).
‘As a profession, optometry is in an excellent position to benefit patients in the provision of care that in years gone past has been provided in secondary care establishments. Optometrists doing more in terms of the provision of care for those with cataract, glaucoma, AMD and diabetic eye disease to name a few conditions will ultimately enhance the provision of eye care here in the UK. At Optical Express we want to be at the forefront of this, using our multi-disciplinary experience to achieve maximum benefit for patients and our staff, to include our optometrists,’ Hannan says.
Professional development
Hannan says the people at Optical Express are its strongest asset. ‘They make Optical Express unique.’ In recognition of this, the multiple provides opportunities to develop professionally, including an independent prescribing qualification that is offered in partnership with Glasgow Caledonian University. ‘The range of clinical services that we offer patients at Optical Express means our optometrists are able to practise real clinical diversity, with the opportunity to develop new skills and grow their clinical confidence,’ Hannan explains.
‘As a practising optometrist myself, I know it’s not just about having the opportunity for development, you also need the time. We’ve reduced the number of patient appointments we take each day, to ensure our optometrists not only have time with each patient but also to work on their own development and training.’
Hannan adds that by also having a surgical offering, optometrists are able to work alongside ophthalmologists and ophthalmic nurses, which means practitioners can gain advanced skills and knowledge. ‘That not only benefits them but also our patients,’ he says.
An informed decision
Looking ahead, Hannan is excited about what the new year will bring and what Optical Express has to offer its patients. He adds that as the vaccine rollout continues, the multiple can focus on what it wants the world to look like beyond Covid-19.
Hannan says: ‘At Optical Express we believe we have a unique opportunity to revolutionise the delivery of eye care. We have an opportunity to educate patients on modern day vision correction solutions and treatments. Glasses and contact lenses come with different challenges and downsides, including those that are environmentally related. It’s imperative in our view that all patients are made aware of their full vision correction options, allowing them to make an informed decision.’
Hannan adds that for many Optical Express patients the answer has been laser eye surgery. He notes every patient that has the procedure is one less patient who could potentially go to A&E with a serious eye infection caused by their contact lenses, or a patient who will not suffer a fall due to wearing multifocal glasses and misjudging their step. ‘Every patient who has cataract treatment with Optical Express is one less patient on an NHS waiting list. Every day, in every clinic we are relieving the burden on the NHS,’ Hannan says.
He shares that in 2021, the range of services available at Optical Express will expand, which can be facilitated by optometrists who can monitor, treat and safely deliver care to patients with the support of technology, such as artificial intelligence.
An additional benefit of surgery is sustainability, which is why Optical Express has raised awareness about the environmental impact of vision correction options.
‘As soon as you explain the overlooked impact on our environment caused by contact lenses going in landfill or into our oceans, as well as the carbon footprint created by the manufacturing and shipping of glasses, patients understand and want to make different choices about their vision correction,’ Hannan says, adding that the answer already exists.
‘We are now asking people who wear contact lenses to consider their vision correction choices carefully. This includes considering the options of laser eye or intraocular lens surgery,’ he explains.
Removing barriers
Optical Express remains committed to ensuring its employees and patients are fully supported by offering the highest standards of patient care, Hannan says. ‘At Optical Express we believe all eye care is essential and there should be no barriers to patients receiving treatment they need.’
The multiple recommends a patient should visit an optical practice if they notice any changes in their vision and notes that there are a number of simple steps patients can take to ensure their eyes remain in good health. ‘We know that healthy lifestyles can also protect eye health and so our optometrists are trained in giving patients the advice and guidance they need to improve their vision. Optometry is, and should continue to be, positioned in the minds of the general public as the “go to” for any eye concerns,’ Hannan concludes.