In 2005 a chance conversation over coffee between Lesley Connors and her Optometrist colleague Kathy Steer, sowed the seeds for an Optometry practice which would provide affordable eye care with the emphasis on ‘care’.
At the time both Lesley and Kathy were working in hospital based eye care and were keen to relocate their clinical experience to the world of high street optics….20/20 Eyecare was born!
With the help of the staff at 20/20, Lesley has built the practice from scratch into the family friendly business it is today. Two years after helping to establish the practice, Kathy moved back into hospital eye care to develop her skills fitting contact lenses for children.
“My background of 25 years working as an orthoptist in the NHS has proved invaluable in setting up and running 20/20 Eyecare. Having been involved in the clinical treatment of patients of all ages ranging from small children to retired people, I fully appreciate the importance of continuity of care and well dispensed spectacles”.
Having steadily built up the practice over the years it is nice that in some families we see up to three generations and in some cases their neighbours as well!
You will usually find me behind the reception desk, helping customers to choose frames or in the window changing the displays!
I am the qualified dispensing optician here at 20/20 Eyecare with over a decade of experience in the world of eye care, which began in one of the largest optical chains in the UK. I have been with 20/20 since it started in October 2005 and enjoy getting to know the customers as well as the challenge and variety provided by working in an independent practice.
My principal role is helping to choose frames and to advising on the most appropriate lenses for your prescription but you might also find me teaching patients to insert and remove contact lenses or sometimes in the kids’ corner helping our younger customers put puzzles together!
I have been qualified for more than 20 years and have experience of working in large multiple and independent practices. I joined the team at 20/20 Eyecare in 2007.
As an optometrist, my job is to test and examine eyes and prescribe spectacles and contact lenses where appropriate. I also meet with optical representatives to discuss the latest eye care products for the practice and regularly attend conferences and lectures to keep my knowledge up to date.At 20/20 Eyecare we like to work closely as a team so I am involved in the decision making for the practice and if time allows, I help to choose frames and change the window displays.
Rakhee Shah is an Optometrist and lecturer at City, University of London. She currently splits her time between lecturing and at 20/20 Eyecare where she does both eye examinations and contact lenses. Rakhee enjoys myopia and dry eye management when in practice. Rakhee awarded her PhD in Clinical Optometry by City University in 2009. For her PhD, she performed an evidence-based investigation using three different approaches to gain an objective insight into the content of optometric eye examinations and investigate the standards of clinical practice within Optometry in England. Since qualifying as an optometrist, Rakhee has worked in different practice settings including independent practice, small and large multiples, domiciliary practice and The Institute of Optometry. Rakhee has an interest in evidence-based optometry, clinical optometry, clinical decision making, professional practice, glaucoma and dementia. Rakhee is an AOP councillor for the London region and a research adviser for the College of Optometrists.
If you wish to complain about our services or products, please let us know as soon as possible. Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.
If your complaint is about a NHS sight test or other NHS service, you should tell us verbally, electronically or in writing - within 12 months of the incident itself or 12 months of you becoming aware of the problem.
Please raise your concern with any of our staff or please contact: Mrs. Lesley Connors.
Alternatively you can complain to Hertfordshire and South Midlands area team. They will tell you how they intend to deal with your complaint. The Area Team may deal with it itself or refer it to us, if you agree.
We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that.
You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf somebody else, we will need that person’s permission to respond to you.
If your complaint is not about NHS sight testing or other NHS services but about spectacles or contact lenses only and we are not able to resolve it to your satisfaction, further help is available from: Optical Consumer Complaints Service, PO Box 219, Petersfield, Hampshire GU32 9BY
Telephone: 0844 800 5071
This document complies with the requirements of the Information Commissioner’s Model Publication Scheme for 20/20 Eyecare in accordance with the Freedom of Information Act 2000 and fulfils the obligations on opticians’ practices under the Act.
This is a complete guide to the information routinely made available to the public by 20/20 Eyecare. It is a description of the information about our NHS services that we make publicly available. It will be reviewed at regular intervals.
The information within each class is available in hard copy from:
20/20 Eyecare, 20 Station Road, Harpenden, Hertfordshire, AL5 4SE
Or can be printed from this website http://2020eyecare.co.uk/
We will publish any changes we make to this guide or relevant information. We will also publish any proposed changes or additions to publications already available.
For the most part, we will only charge for hard copies, or copies onto media. Charges are as follows and will be reviewed regularly.
Your rights to information
If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the scheme, please write to:
Lesley Connors, 20/20 Eyecare, Station Road, Harpenden, Hertfordshire, AL5 4SE
All NHS information at 20/20 Eyecare is held, retained and destroyed within NHS guidelines. Our commitment to publish information excludes any information that can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000, the main reasons being the protection of commercial interests and personal information under the Data Protection Act 1998. This scheme has been written in accordance with those exemptions. The information on this scheme is grouped into the following categories:
For every sight test performed on behalf of the NHS the practice receives a set fee, which is fixed nationally. This practice also carries out the following enhanced services on behalf of the NHS:
Shared Care Cataract Scheme, Luton and Dunstable Hospital Shared Care Cataract Scheme Moorfields Eye Hospital at Potters Bar or Bedford Hospital
The fees paid by the NHS for each service are available from the practice on request. They include a contribution towards optometrists’ and staff salaries, equipment costs and other practice overheads. Information in this class will be published only where it is unlikely adversely to affect the commercial position of the firm or practice.
To provide our patients with high quality eye care.
Any decisions made about the provision of NHS-funded services will be reflected in the services we provide and in the contract(s) held with NHS England local health boards.
These can be found on our website www.2020eyecare.co.uk
They are available on request from 20/20 Eyecare, 20 Station Road, Harpenden, Hertfordshire, AL5 4SE
If you have a complaint about any of our products or services, please do discuss any problems with the manager Mrs. Lesley Connors at 20/20 Eyecare in the first instance. We find that most issues can be put right at this stage.
If the matter cannot be resolved in this way please see our complaints policy
We don’t keep lists and registers. Our patient records are confidential.
20/20 Eyecare provides NHS-funded sight tests for those who are eligible. Patients may also be entitled to NHS vouchers that can be used against the purchase of spectacles or contact lenses as required. To find out if you are eligible for this assistance, visit the Department of Health website http://www.nhs.uk/nhsengland/healthcosts/pages/help-with-health-costs.aspx or ask for details in our practice.
The practice also provides the following NHS-funded enhanced services:
Shared Care Cataract Scheme, Luton and Dunstable Hospital
Shared Care Cataract Scheme Moorfields Eye Hospital at Potters Bar or Bedford Hospital
Appointments for sight tests can be booked over the phone, or by dropping into the practice.
Address: 20/20 Eyecare, 20 Station Road, Harpenden, Hertfordshire, AL5 4SE
Telephone: 01582 766613
Our opening times are as follows:
Tuesday: 9am to 5.30pm
Wednesday: 9am to 5.30pm
Thursday: 9am to 5.30pm
Friday: 9am to 5.30pm
Saturday: 9am to 4.30pm
Information about optical and ocular conditions, sight tests, spectacles, and contact lenses, can be found on
Some of this information is also available in patient leaflets. These are freely available from our practice. To request a set of leaflets by post, please write to:
20/20 Eyecare, 20 Station Road, Harpenden, Hertfordshire, AL5 4SE
The health and safety of our staff and patients is fundamental to the Company and we recognise our responsibilities in regards to this.
Our health and safety policy will be reviewed and possibly revised in the light of experience, or because of operational or organisational changes and/or annually.
Our named health and safety lead with overall responsibility for health and safety is Mrs Connors.
A risk assessment is carried out to identify health and safety risks and action needed to remove/control any risks. The staff member responsible is noted as is the timetable for review.
The health and safety lead will:
The Health and Safety Law Poster will be displayed or the equivalent leaflets will be issued.
Records of accidents will be kept by the health and safety lead and a member of staff will be trained in first aid.
Fire risk assessments and checks on escape routes, fire extinguishers, alarms and evacuation procedures will be carried out by the health and safety lead/fire officer.
NHS England maintains a Safety Alert Broadcast System (SABS). The Company will ensure that any appropriate action has been taken in response to a SAB. For effectiveness, we will send an acknowledgement that the alert has been received and any appropriate action has been taken.
Prevention, segregation, handling, transport and disposal of waste will be managed so as to minimise the risks to the health and safety of staff and patients (please see the Company’s Environmental Management System for more information). The Company will use the following Incident Response Plan for driving an appropriate learning experience to improve patient outcomes and overall health and safety.
Our optical practices and their staff are members of your local healthcare team.
They aim to provide you with the highest quality of healthcare. To do this they need to keep records about you, your health and the care we have provided or plan to provide to you.
We know that you value your privacy and the security of personal information held about you.
Information recorded may include:
As part of providing a professional, safe and efficient service, there is certain information that we record. This includes details about your ocular health, your general health, advice given and referrals made to other health professionals. This information won’t be shared with anyone else except under the circumstances described below in ‘Sharing Information’.
The information held about you will not be shared for any reason, unless:
The types of people we may ask you for permission to share information with include your doctors (GP and hospital) and other health professionals.
Anyone who receives information from us also has a legal duty to keep this information confidential, subject to recognised exceptions of the types listed above.
You have the right to confidentiality under the Data Protection Act 1998, the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).
We also comply with the NHS Code of Practice on Confidentiality and optical practices have a requirement under their professional Code of Ethics to keep records about you confidential, secure and accurate.
All of our staff contracts of employment contain a requirement to keep patient information confidential.
Our guiding principle is that we hold your records in strict confidence.
You have the right to ask for a copy of all our records about you.
There may be a charge to have a printed copy of the information held about you. Your request must be made in writing to the optical practice holding your information. We are required to respond to your request within 40 days.
You will need to give adequate information in order for optical staff to identify you (for example, full name, address and date of birth).
If you think any information we hold on you is inaccurate or incorrect, please let us know.
20 Station Road
Tel 01582 766613