The Care Quality Commission
  • Hospital
  • NHS hospital

Archived: Optical Express - Cheltenham Clinic

127 High Street, Cheltenham, Gloucestershire, GL50 1DQ (01242) 223853

Provided and run by:
DCM Optical Clinic plc

All Inspections

7 November 2012

During a routine inspection

We spoke with one patient and looked at compliments and complaints from four other patients. We spoke with a member of staff and had feedback from an external agency. A patient told us that they had been provided with sufficient information to make a decision about whether to continue with treatment. They said they were not pressurised to make a decision about treatment during their consultation but given time to consider the information they had been given. One patient told the clinic "the attention given was absolutely superb. I will definitely be recommending your services to my friends".

Patients' consent for treatment was recorded which was countersigned by their surgeon. Each patient had a patient surgery pack providing a detailed history including medical and medication overviews. A pre operation assessment was completed. A record of a refractive examination was completed indicating whether they were suitable for treatment.

Staff received training in the safeguarding of adults and children. Information was provided about local agencies should they need to be contacted. Recruitment procedures for staff safeguarded patients from possible harm.

We found that systems were in place to make sure that the correct procedures were followed when undergoing laser surgery. A patient confirmed that they were given information about how to make a complaint. The clinic had received two complaints which had been investigated. The clinic met all the standards inspected.

27 February 2012

During a routine inspection

We visited Optical Express - Cheltenham Clinic on 27 February 2012 and spent the day at the service. We met and talked with people who had come for assessment for laser surgery or follow-up reviews following laser surgery and asked them about their experience. We met and talked with members of the staff team including the clinic manager and the surgical services manager for the Optical Express group. We also met and talked with the optometrist. We asked staff about training and development, and how they were supported in their roles.

We carried out a review of infection control, and inspected the clinic throughout. We looked at patient notes, at policies and procedures around laser surgery, and looked at audit and clinical governance arrangements.

People we talked with told us the service "gave me time to talk" and there was "no pressure to make a decision". We heard staff were "knowledgeable" and information people were given was clear. People said all the options available to them were explored. Staff had made it clear what they could expect from the procedure and made sure that people's expectations were realistic.