Review of Optical Express UK
Consultation fine.Taking my money fine.Surgical appointment delayed by 4 hours with explanation of "We're running a bit behind". There was A LOT of people waiting for appointments the same day as me, it felt like a revolving door situation and not the private clinical practice I was expecting. When I asked to rearrange I was told that this would not be possible and reminded that it would be at my own expense despite the fact that the delay was not down to me as the patient.Follow up the next day running an hour late again with no useful explanation.Then it went really downhill. I specifically requested my after-care appointment at the clinic nearest to me. I attended only to be told 20 minutes before the appointment time that it had been cancelled due to staff family emergency - something that can happen. I awaited a call back to rearrange (promised within the hour) but ended up calling them back myself towards the end of the day. Again specifically requested clinic nearest to me and the person confirmed it had been booked for there. Attended my new appointment only to find the clinic closed. When I called to find out why I was informed I was in the wrong location! I then wrote to the complaints department who took the full 20 working days to investigate my complaint. I was informed that the team had "lessons learned" and they booked me another appointment at my desired clinic. It had now been 3 months since my initial procedure! Appointment was cancelled - staff illness.New appointment made - cancelled - staff illness. Offered Telemed appointment - telephone call! We are now in June and my procedure was in JANUARY! No-one from Optical Express has looked at my eyes.I was told that the reason for the delay was because I was choosing not to attend another clinic! When I requested they pay for me to attend a further away clinic in lieu of all the delays caused by them I was told that wouldn't be an option.Happy to take your money, not willing to carry out after care or provide a satisfactory customer service.
HI Stephanie,Thank you for taking the time to share your feedback.While Ia€™m pleased your initial consultation met expectations, ita€™s clear the service you experienced following that has fallen short a€” particularly around appointment delays and communication regarding your aftercare. Thata€™s not the standard we aim to deliver, and I understand why youa€™re frustrated.Ita€™s important that patients feel confident in both the clinical care and the support that surrounds it. Unfortunately, a combination of scheduling issues and unforeseen staff absences has clearly disrupted your experience, and I acknowledge the impact thata€™s had on you.Your complaint was reviewed in line with our formal process and actions were taken, including offering further appointments and a telemedicine option. However, I understand that the outcome has still not met your expectations, and the situation has dragged on longer than it should have.If you havena€™t already had this escalated further, Ia€™d encourage you to get in touch with our Customer Service team on 01236 795 010 or via [email protected], referencing this review and asking for this to be brought to my attention directly. I want to ensure we reach a satisfactory conclusion.Thank you again for your detailed feedback a€” ita€™s essential in helping us address the root of issues and drive improvements.RegardsOptical Express