Winner: Keyes Eyecare
From a friendly welcome to finishing touches, the optical team at Keyes Eyecare go the extra mile to help customers and colleagues.
Good customer service and team work is at the heart of independent practice Keyes Eyecare, where welcoming, and getting to know, every patient is a matter of pride. “One of the most common compliments we receive is that our patients don't feel like they're ‘just a number’,” says owner and optometrist, Andrew Keyes.
“We love getting to know people by spending time with them, listening to them and their needs and hopes,” explains Anthony McIvor, Dispensing Optician. This approach, the team believe, ensures each patient has “complete trust” in the practice.
The team also strive to provide a positive working environment, with staff supporting each other in and out of practice. The optical team are consulted on new technologies and frame stock, and are invited to contribute to improving patient journeys.
“We are a small team but the camaraderie is outstanding,” says Caroline Dodds, the practice’s receptionist. Adding, “Looking forward to coming to work is the best compliment we can pay to each other.”
“Looking forward to coming to work is the best compliment we can pay to each other”
Finalist: Helensburgh Eyecare
Independent practice, Helensburgh Eyecare, puts patients first with everything from a relaxed atmosphere to complimentary tea.
Owner and optometrist, Michelle Beavers, says the optical team have been central to the practice’s success. “Without our team, we would have no business,” she shares.
According to Ms Beavers, the optical team have been fundamental in creating the practice’s relaxed atmosphere. Organising comfy sofas, relaxing music and, importantly, taking the time to get to know patients. “I was so proud of what they had achieved,” she finishes.
Finalist: Martin Smith Opticians
The optical assistant team at Martin Smith Opticians, provide bespoke solutions to patient needs.
Assistant Manager and Optical Assistant, Rachel Rossington, says that the team aim to inspire every patient they meet. “We devote ourselves to making people feel excited about eyewear,” she explains.
This includes personal frame style consultations and a friendly service throughout. “As the optical assistant team, we are acutely aware that we are responsible for the first and last impression that is made on every customer,” Ms Rossington shares.