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Which probe reveals poor standard of care in over 30 opticians

An undercover Which? investigation into the quality of eye tests in over 30 respected opticians has revealed that only half were up to scratch.

The probe sent undercover researchers into branches of independent opticians and chains such as Boots Opticians, Optical Express and Specsavers for an eye test and asked a panel of experts to assess recordings of the appointments.

The investigation conducted involved sending fieldworkers armed with hidden audio recorders to detail the overall quality of the eye test they received. The expert panel reviewed the appointments and found that 13 of the 30 opticians consultations were rated as poor or very poor.

How did the chains compare?

An important finding from the research found that Independent and small regional stores were the only types of stores that did not receive a rating of unsatisfactory by the expert panel.

The expert panel found that the majority of appointments resulted in prescriptions given to correct eyesight problems that help patients take part in activities such as computer use and driving. However, there was a major concern amongst the panel that showed on too many occasions the researchers were given a spectacle prescription that wouldn’t correct problems with their vision. In one instance a researcher would have seen double as soon as they walked out with their new glasses.

From the findings, it was very clear that some eye related health problems were being clearly overlooked by some of the chains, due to the fact the Optometrist was not asking important questions during a standard eye examination.

This was evident in one of the undercover researchers who had clearly visible age related deposits, called drusen in their eyes. Normally this would be picked up in a standard eye examination, however the researcher was only warned about the condition in one of the five appointments they attended, which happened to be at a small independent chain.

Richard Headland, Magazine Editor at Which? commented “During the course of the research, we did encounter some examples of great practice from independent chains, however there were too many instances of inaccurate prescriptions, inconsistent advice and failure to provide the correct eye tests, given to our researchers.”

Commenting on behalf of a small independent opticians, Lesley Cree from Lesley Cree Opticians said “Members of the public rely on opticians to provide them with care and advice they can trust. Having received feedback from new patients who have visited our clinic after becoming  unhappy with the service they have received with a high street chain, we know that by using an independent opticians you will receive a  thorough eye examination that is tailored around your eye care needs. Our appointment times are 45minutes with the optometrist.”

If you are concerned with your eyesight and want to have a consultation with your local optometrist, please visit the practice to make an appointment or call to speak to one of our staff members on 0115 933 2999.