A peek inside… The Optical People

Thorne has been at The Optical People in Chepstow, Monmouthshire, for 14 years, though she added: “15 in March – hint hint, directors. 24 years in optics – how?”

She has a passion for ensuring patients feel welcomed and cared for, something that carries across into the practice team as well, as she told OT: “We all genuinely care about each other.”

OT heard more about practice life at The Optical People, the best moments of the day, and connecting with colleagues.

What is your role?

I am optical assistant and clinic co-ordinator.

What do you recall from your first week in practice?

I was 16 and started as a receptionist at Specsavers Gloucester. It was such a whirlwind and a bit of a blur. There was so much to take in, but I remember how varied everyone’s roles were and wondering where I would fit in. I was chatting away to people from day one and that hasn’t really changed since. There was a paper diary and a big rubber.

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

To make sure every patient feels genuinely cared for and has a smooth experience from start to finish. I’m often the first and last person they speak to, so I see my job as making that whole experience welcoming, professional, and personal. Whether it’s sorting appointments, dispensing them, or checking in after a bereavement, I like to make sure every patient knows they are more than just an appointment – they’re part of our practice family and are appreciated.

I like to make sure every patient knows they are more than just an appointment – they’re part of our practice family and are appreciated

What is one thing you love most about the practice?

The people – both our amazing patients and our brilliant team. We all genuinely care about each other, and I think that really comes across in the atmosphere of the practice.

What is your favourite moment of the day?

When a patient leaves smiling or says “Thank you, you’ve been so helpful.” Knowing I’ve made their experience a good one really makes my day. Bonus points for when they ask for me the next time!

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

Never judge a patient – full stop. People are all made differently and have different wants, needs, and priorities. I always aim to give all options and advise them on what is best for them based on the information and lots of open questions and listening. This has been a solid lesson for me over the years, and has led to many very happy patients no matter their budget – as well as job satisfaction.

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

That we continue to grow while keeping our warm, personal touch. I’d love everyone in our community and beyond to experience the kind of care and connection we’re known for.

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

That it’s about so much more than just vision. Your eyes can tell you a lot about your overall health. Regular check-ups can pick up things early and we’re here to help with all aspects of eye wellbeing, not just glasses.

What is one thing you are excited about?

Our continually growing practice. When I started, we were a double testing room practice on one floor. We now have four consulting rooms, a dedicated dry eye suite, two pre-screening areas, and even a lounge complete with a prosecco bar, spread across three floors.

We’ve launched a specialist dry eye clinic called Dry Eye Wales and, most recently, a commercial website that’s already receiving orders from across the UK. I am unbelievably proud of what we’ve achieved over the past few years and so excited for what the future holds.

I’d love everyone in our community and beyond to experience the kind of care and connection we’re known for

How does your practice support each other’s wellbeing?

Having really open and supportive people around us. We have a weekly Monday morning meeting where we all sit together for an hour to chat, vent, handover, and reset for the week. It’s such a good way to keep communication open and stress levels down.

We also have a social WhatsApp group that is strictly for fun and banter – we keep work talk to Slack so we can switch off properly outside hours. I feel very lucky to have colleagues that I can call friends.

If you had an unofficial title in the practice, what would it be?

Oh, there could be so many unofficial ones. The Social Butterfly, or maybe Organiser-in-Chief. I love chatting to everyone, whether it’s patients, colleagues, or delivery drivers. If there is someone to talk to, I’ll probably know them already or be on my way to finding out their life story. I also give painfully honest opinions on frame selections and have recently been called Miranda from Devil wears Prada – I’ll take it.