A peek inside... Valli Hebden Bridge

What do you recall from your first week in practice?

I remember walking into practice and thinking: ‘Wow, I can’t believe I’m working here.’ It’s a really nice practice. I was blown away by how much variety there was in the frames and lenses.

The practice was also very personable. You offer the patient a cup of tea, sit and have a chat. The testing times were longer, and it felt more relaxed. I felt like I could use my skills a little bit more. I felt really lucky to be working there, and I still do. I love going to work. In my role as regional manager, I am enjoying the variety of being in different places and speaking to people.

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

To guide them. The patient puts their trust in you. They are choosing you to get their glasses, so not only are they buying the product, but they are investing in you as well. I check the diary before the day starts and will greet a patient by name when they arrive.

What do you love most about your practice?

The people I work with. We have a brilliant optometrist. I think it’s really important to work well together as a dispensing optician and optometrist.

The community is really nice. There are a lot of independent shops so everyone wants to support each other.

What is your favourite moment of the day?

When someone comes in for a collection, especially when the patient is apprehensive. Say they are a first-time varifocal wearer, you’ve done the full dispense and they come back for collection, and you see how happy they are when they pick their glasses up.

We are part of the Primary Eyecare Assessment and Referral Scheme in Hebden Bridge. When someone calls up with a problem and I get them booked in, I enjoy knowing that I have helped them to be seen and the problem has been dealt with.

The patient puts their trust in you. They are choosing you to get their glasses, so not only are they buying the product, but they are investing in you as well

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

I pick up ideas from other members of staff when visiting the different practices. I’ve been working closely with Christine Wren, head of operations, and I’m learning a lot from her in my regional manager role. I also learn clinically from Eleanor, the optometrist at Hebden Bridge. I’ve learnt a lot around business from Moin, the Valli Opticians managing director. If I need anything I know I can go to him.

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

It is so important to get your eyes tested. It’s not just about vision, or glasses, it’s about their health and wellbeing – so many issues can be picked up.

What is your next goal?

Developing further in my new role as regional manager to support the business and staff at Valli Opticians to help improve our patient experience and care.

How does your practice support each other’s wellbeing?

Being approachable. We're always ringing, emailing, and checking in with each other. At the Valli Conference it is so good to come together, put faces to the names you talk to on the phone, and recognise the work everyone does.

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

Problem solver. I think I’m known for it. I enjoy getting to the bottom of a problem.