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Optical Express - Norwich Clinic

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Updated 18 June 2018

Optical Express Norwich Clinic is operated by Optical Express Limited. Optical Express Limited is a nationwide company offering general optometric services. The clinic provides laser vision correction procedures for adults aged 18 and over.

The clinic is a high street optical practice set over three floors. Facilities include a consultation room, a laser treatment room, a surgeon examination room, a waiting area and two discharge rooms.

We inspected this service using our comprehensive inspection methodology. We carried out an announced inspection on 19 March 2018.

To get to the heart of patients’ experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led? Where we have a legal duty to do so, we rate service performance against each key question as outstanding, good, requires improvement or inadequate.

Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.

Services we do not rate

We regulate refractive eye surgery services but we do not currently have a legal duty to rate them, when they are provided as a single specialty service. We highlight good practice and issues that service providers need to improve and take regulatory action as necessary.

We found the following areas of good practice:

  • The service had systems for the reporting, monitoring and learning from incidents.

  • Staff followed good practice in relation to infection prevention and control. The clinic was clean and equipment well maintained.

  • Medicines were recorded, stored and disposed of safely.

  • The clinic followed best practice guidelines and measured patient outcomes.

  • Mandatory training and annual appraisals were up to date. Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.

  • Staff cared for patients with compassion, treating them with dignity and respect.

  • Services were planned and delivered to meet the needs of local people.

  • Services were available at the patient’s convenience and were accessible to those who had disabilities.

  • The culture of the service was positive and staff felt well supported in their role.

  • The service had governance, risk management and quality measures to improve patient care, safety and outcomes.

However, we also found the following issues that the service provider needs to improve:

  • 24% of patients had less than seven days cooling off period between their consent appointment with the surgeon and the procedure. This was not in line with Royal College of Ophthalmologist guidance 2017.

  • There was no formal interpreting service. Patients were advised to bring their own interpreter to consultations.

  • Patient information leaflets were not available in different languages or formats.

Following this inspection, we told the provider that it should make improvements, even though a regulation had not been breached, to help the service improve. Details are at the end of the report.

Heidi Smoult

Deputy Chief Inspector of Hospitals

Inspection areas

Safe

Updated 18 June 2018

We found the following areas of good practice:

  • The service had systems for the reporting, monitoring and learning from incidents.

  • Staff were trained to recognise patients at risk and were supported with effective safeguarding policies and procedures.

  • Staff followed good practice in relation to infection prevention and control. The clinic was clean and equipment well maintained.

  • Medicines were recorded, stored and disposed of safely.

  • Patient records were accurate, stored safely and provided detailed accounts of care and treatment.

  • Staffing levels and skill mix were planned and reviewed so that people received safe care and treatment.

Effective

Updated 18 June 2018

We found the following areas of good practice:

  • Staff delivered care and treatment in line with evidence-based practice.

  • Staff regularly assessed and managed patient pain levels.

  • Surgeon outcomes were routinely measured and benchmarked.

  • Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.

However:

  • 24% of patients had less than seven days cooling off period between their consent appointment with the surgeon and the procedure. This was not in line with Royal College of Ophthalmologist guidance 2017.

Caring

Updated 18 June 2018

We found the following areas of good practice:

  • Staff cared for patients with compassion, treating them with dignity and respect.

  • Patients and relatives gave positive feedback about their care.

  • Patients were involved in the planning and delivery of their care.

  • Staff were able to recognise when a patient was anxious and support them during their treatment.

Responsive

Updated 18 June 2018

We found the following areas of good practice:

  • Services were planned and delivered to meet the needs of local people.

  • Services were available at the patient’s convenience and were accessible to those who had disabilities.

  • There were clear processes for staff to manage complaints and concerns.

However:

  • There was no formal interpreting service, and patients were advised to bring their own interpreter to consultations. This is not best practice as interpreters could misinterpret information provided by the service.

  • Patient information leaflets were not available in different languages or formats.

Well-led

Updated 18 June 2018

We found the following areas of good practice:

  • The service had a clear management structure. Managers knew about the risks, priorities and challenges.

  • The service had governance, risk management and quality measures to improve patient care, safety and outcomes.

  • The culture of the service was positive and staff felt well supported in their role.

  • The organisation recognised and rewarded staff through their weekly staff reward scheme.

Checks on specific services

Refractive eye surgery

Updated 18 June 2018