In our latest Interview Series we spoke with Stephen Hannan, Clinical Services Director at Optical Express. We asked Stephen a few questions to understand further what the NHS Long Term Plan means to the optical sector, the tech revolution and some achievements and challenges for Optical Express.
Optical Express first location was opened in 1991, from just one store, the group has grown to more than 100 clinics and have become the UK’s only complete eye care provider.
Stephen said “This success is built upon putting our patients at the centre of everything we do, investing in the latest state of the art optical technology and employing highly experienced surgeons and optometrists so that our clinics are centres of excellence. With a substantial investment in people and technology, we are committed to first class patient care.”
What technology has the optical sector embraced? And what is next for the sector in terms of tech?
At Optical Express, we are constantly striving to give our patients the best possible experience. We have been exploring how the consent process can be enhanced with the use of different tools such as telemedicine based approaches, written information, videos supported by electronic signatures and the involvement of medical personnel other than the treating surgeon.
All refractive surgery patients need to have a discussion with their surgeon prior to the day of surgery about what to expect and to ask any questions they may have. Many of our patients ask to be able to consult with their surgeon remotely and so we have given patients the choice as to whether they elect to discuss their procedure firstly with the ophthalmologist via telemedicine or a face-to-face meeting.
Patients have really welcomed the option of telemedicine. We know a lot of people much prefer it. It’s convenient, effective and fits more easily into the busy lives of patients. It’s a popular option, with more than 80% of our laser vision correction patients choosing a telemedicine consultation prior to surgery.
What potential does the optical sector have to advance with the tech revolution?
The best technology makes life easier through simplicity, speed and ease of use. The same should be true in healthcare. Increasingly patients are calling for more convenient and modern ways of accessing health services and the optical sector needs to adapt to this demand.
Our experience at Optical Express has shown that the majority of patients prefer telemedicine where possible. Studies we have carried out indicate that those patients who chose telemedicine were equally as satisfied as those who had a face-to-face meeting with their surgeon. It’s clear that this method of healthcare delivery has huge potential in certain circumstances and should be embraced wherever possible. In our view telemedicine aids patient care.
Is there a place for video consultations?
Absolutely. People use this method of communication in all other aspects of their lives, and we should definitely be using it to improve access to healthcare. For patients to be able to quickly and conveniently speak to an expert in the relevant field is a huge step forward. No more travelling miles and waiting hours for appointments. Direct access to care is improving the lives of patients.
Our findings chime with studies being carried out in other specialties. This research fully supports the telemedicine approach to surgeon consultations and pre-operative consent. It doesn’t mean we should stop offering in-person consultations of course. There are many circumstances in which a face-to-face meeting is required. But in those cases where a remote consultation is possible it should be the patient’s choice as to which they would prefer.
Why force a patient to take time off work or arrange childcare in order to travel miles for an in-person consultation when it is just as effective for them to speak to their surgeon by video call?
What is the most significant achievement for your organisation in the past 12 months?
At Optical Express we’re constantly striving to improve and invest in the services we can offer our patients. We’ve been improving clinical outcomes, including through investment in new diagnostic technologies. With some of the most cutting edge technology, such as the Zeiss IOL Master 700 biometer, we have improved the outcome of patients undertaking Intraocular Lens based procedures. This investment in diagnostic technology has brought better outcomes for our patients. It’s also led to a corresponding increase in the already high number of patients who tell us that they would recommend Optical Express to friends and family members.
What will be the most significant advancement in the next 12 months?
We will continue to invest in state of the art diagnostic and treatment technologies, making our already excellent outcome rates even better. Having the latest technologies is all part of our strategy to grow market penetration, making care more accessible to patients, and consistently improving the level of service and clinical outcomes.
What problems and challenges are there to overcome?
We are always working to develop patient awareness of the services we offer and the advantages that treatments can bring. As our services continue to expand there is an increasing need to recruit high-quality, experienced eye care professionals across the different specialities.
What is your view on the Long Term Plan? And what does it mean for the Optical sector?
The NHS Long-term plan represents a welcome shift towards preventing illness and caring for patients in the community, close to their own homes. In other words it supports more accessible care. But it was also a missed opportunity. The optical sector is overlooked in the plan, and eye care services are only mentioned a handful of times. This means it risks ignoring the vital contribution eye care professionals are making to national health, and areas where their role could be grown to improve healthcare provision in community settings.
The broad themes of the plan are encouraging though. It looks to boost primary and community services, a move which will be welcomed by patients who wish to receive care close to their homes rather than in hospitals. The plan also promotes the greater use of technology, and this is a significant breakthrough. For too long the NHS has shied away from digital progress. It’s hugely encouraging that the plan sets out how technology will be used to redesign services to make them more convenient and accessible for patients. I think this is leading the way in the delivery of healthcare. Giving people the right to telephone or online consultations is a significant step forward for the NHS. It’s something that Optical Express has already been performing and our research shows that patients prefer it and it improves their experience of health care.
What do you think is the biggest technology challenge?
Our experience is that patients are crying out for the greater use of technology in healthcare, and that it’s an incredibly effective and efficient tool for clinicians. To my mind the biggest challenge comes from slow moving professional bodies and the healthcare establishment who can be unwilling to adapt with the times. That’s why I have welcomed the NHS Long-term plan as policy-makers wake up to the possibilities tech can offer healthcare.
And it’s clear the health authorities are beginning to adapt too, albeit slowly. In December the GMC published research into regulatory approaches to telemedicine around the world, looking at examples the UK could learn from. It highlighted how new approaches can offer streamlined services for both healthcare professionals and patients, as well as increasing access to healthcare, especially for patients from remote areas. The research found that, when used in the right circumstances, most patients do not see any difference in the quality of care provided via telemedicine. The Royal College of Physicians have recently commented that “the traditional one-model-fits-all approach to outpatient care is not able to keep up with growing demand and fails to minimise disruption to patient lives.” In this regard they say that “A key element of the redesign process [of outpatient care] is better utilisation of the technology already available.”
