Why Continuity of Care Matters When It Comes to Your Eye Health

We all know regular eye care is important, but sometimes it takes a real-life example to drive the point home. I want to share a story about one of our customers that highlights just how essential continuity of care is when it comes to your eye health. It’s a great reminder of why cutting corners to try and save money can cost you more in the long run.

Our customer had previously purchased a lovely pair of FEB31st glasses. FEB31st is a handmade bespoke wooden eyewear brand, so this was reflected in the price of the frame. At the time of purchase, we took the time to ensure that the customer was happy with their new eyewear. Fast forward a couple of years, and the customer was due for an eye examination.

Now, I completely understand the appeal of big-name high street opticians. After all, the convenient locations, extended opening hours, and fast turnaround times for glasses can be hard to resist when purchasing new glasses. But as an independent opticians, while we can’t compete with huge marketing budgets or seven-day-a-week openings, we offer something far more valuable, and that’s personalised eye care and a high level of customer care. Our highly qualified friendly team has years of expertise, a level of service you simply won’t find in most of the high street chain stores, and continuity of care – which brings me back to my story.

The customer in question wanted to purchase an inexpensive pair of glasses quickly, so they visited a large high-street optical chain for an eye examination. After their eye test, they went to another optical store to order new spectacles. Once they placed their order, they came to us to have new lenses fitted into their existing frame. It’s never a problem to fit new lenses into a high-quality frame that has been properly cared for by the wearer, so we were happy to do it.

However, several days after placing the order with us, the customer got in touch to ask us to hold their order for new lenses because they had just collected their cheap glasses and discovered that they couldn’t see through them. Unfortunately, since their order was already in production, we were unable to accommodate their request.

As a result, the customer found themselves in a frustrating situation and faced with several issues. Is the prescription incorrect? Were the measurements taken at the time of dispensing the frame accurate? After visiting three different opticians, it’s now difficult to determine who is responsible for what – and nearly impossible to trace where things went wrong. Resolving the issue has become both time-consuming and inconvenient, requiring return visits to multiple stores. Worse still, it could end up being a costly mistake, with potentially incorrect lenses needing to be replaced and previous purchases going to waste.

So, as you can see, what started as a quick, convenient fix – and may have seemed enticing through a very attractive marketing campaign – has turned into quite a long-drawn-out costly exercise.

In this situation, if we had carried out the eye examination and dispensed the eyewear, it wouldn’t have been the cheapest option, but it would have been the safest. We would have taken full responsibility for all aspects of this patient’s journey. And with our high level of customer care, we would have ensured that if there was an issue with either the prescription or the eyewear – which does occasionally happen as we’re all human – we would have worked promptly and efficiently to resolve them.

This customer’s experience is a clear reminder of why continuity of care matters. Staying with a trusted, experienced optician means your eye care stays consistent. It’s not just a sensible choice, it’s a smart investment in your long-term eye health. When your eye examinations, prescriptions, and eyewear are all taken care of by the same optician, it’s easier to spot issues early and resolve problems quickly.  When everything works together seamlessly it makes looking after your eyes feel simple and stress-free – and that’s exactly what you deserve.

If this story felt familiar, you’re not alone. So, if you’re looking for a warm and welcoming optician in Market Harborough to provide you and your family with consistent, trusted eye care, come and see us! Visit our Manor Walk practice, call us – 01858 433577 – or send us a message.

We look forward to welcoming you to the Respectacle family! In the meantime, check out our Google reviews – or read some of our customer feedback here.

Further reading:

From order to fitting: the journey to new spectacles

Buying eyewear online vs a brick and mortar store

The true cost of spectacles

How often should I have my eyes examined?