A peek inside... Eglinton Eyecare

The dispensing assistant explained that deciding to retrain at the age of 51 was “daunting.”

Just two years later, McKinney has been recognised as the ‘Heart of the Practice’ at the SightCare Awards 2026.

“This award proves that it’s never too late to find a new passion,” she said.

OT spoke to McKinney about her journey in practice so far, her role, and the team around her.

What is your role?

As a full-time dispensing assistant, I play a central role in the day-to-day running of our practice. I support patients throughout their entire journey, from reception to administration, to giving individual advice to patients on eyewear choice, dispensing their glasses and providing aftercare.

My role is varied and I enjoy being involved in all aspects of the practice, ensuring patients feel welcomed, supported and cared for from the moment they walk through the door. Building rapport and helping people have the best possible experience is the part of the job I enjoy most.

What do you recall from your first week in practice?

My first week in practice was a whirlwind in the best possible way. I remember being struck by how warm and welcoming everyone was – both my colleagues and our patients. One moment I was learning how to refine frame adjustments, and the next I was helping someone choose their perfect pair of glasses. It was a steep learning curve, but I loved every second of it because I was surrounded by a supportive, encouraging, trusting team. Looking back now, it was the start of a journey that has taught me so much and given me opportunities I never expected.

How do you see your role in the patient’s journey?

My role in the patient’s journey is to make every patient feel seen, supported and understood from the moment they walk through the door. Whether it’s reassuring someone who feels nervous, helping them choose frames that make them feel confident, or simply taking the time for a friendly chat, I see myself as the bridge between clinical care and human comfort.

I see myself as the bridge between clinical care and human comfort

What is one thing you love most about the practice?

What I love most about Eglinton Eyecare is that it doesn’t feel like a workplace – it feels like a family. We genuinely look after one another and we care for our patients with that same level of kindness and commitment. The practice is a genuine hub of community spirit and I feel incredibly proud to be part of it.

What is your favourite moment of the day?

My favourite moment of the day is seeing a patient put on their new glasses for the first time and watching their whole face light up. That ‘wow’ moment never gets old. Whether it’s clearer vision, renewed confidence, or simply seeing their excitement, being part of that transformation is incredibly rewarding. It reminds me how much of a difference good eye care can make and why I love what I do.

What is one lesson you have learnt from someone in your team?

One of the biggest lessons I have learned in my time here was from our practice manager, Rose Coyle. She taught me that sometimes the best thing to do is to pause, breathe, and think before responding or making a decision. That calm, measured approach has helped me grow in confidence and has taught me the importance of creating a reassuring environment for both patients and colleagues, especially on our busiest days.

If you could have one wish for the practice, what would it be?

My wish for the practice is continued growth that still feels personal. I’d love to see us expand our specialist services, particularly in areas such as dry eye management and audiology, while maintaining the warm, community-focused atmosphere that makes us special. Being able to support even more of our patients’ healthcare needs under one roof would be ideal.

We have an incredibly talented team, including our optometrists, Aileen and Jean, whose expertise, kindness, and genuine care helps make our patients feel like part of the family.

If you could help your community understand one thing about eye care, what would you say?

My message to our community is that eye care isn’t just about vision; it’s about overall health and wellbeing. Regular eye exams aren’t only about seeing clearly, they are about living well, staying safe, and detecting early signs of health conditions that might otherwise go unnoticed. If I could encourage our community to do one thing, it would be to prioritise their eye health in the same way as they would any other part of their wellbeing. Regular check-ups aren’t a luxury, they are a form of self-care.

If I could encourage our community to do one thing, it would be to prioritise their eye health in the same way as they would any other part of their wellbeing

How is wellbeing prioritised for the team?

Wellbeing is made a priority in our practice because Jean has created a supportive environment where everyone feels valued, respected, and appreciated. As a small team of four at Eglinton Eyecare, we check in with each other, celebrate the small wins, and make space for humour, kindness and encouragement throughout the day. It makes a huge difference to how we work together and care for our patients.

It feels only fitting to recognise the people I am fortunate to work alongside each day: practice owner and optometrist, Jean Kelly; optometrist, Aileen Holmes, and practice manager, Rose Coyle. The SightCare award might have my name on it, but it reflects the culture, support and teamwork that we have built together.

What is one thing you are excited about?

I am excited about continuing to develop my skills further and exploring more clinical support roles within the practice. Coming from a background in customer service management and key performance indicator analysis, I have always enjoyed learning, improving, and finding ways to make things better for both our patients and our team, and I’m excited to see where that journey takes me.

How would your practice team describe you?

My unofficial title would be ‘People Person.’ As an independent practice, the owner, Jean, affords us all the time and freedom to build genuine connections with our patients. I try to remember the small details that make our patients feel seen, heard, and truly welcome from the moment they step through our door.

People value authenticity and our team embodies it. Together we combine experience, kindness and natural empathy, which helps us build a trusted presence within our community.