01582 76 66 13


About 20/20 Eyecare Opticians

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. 


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

Freedom of Information

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.

How is the information available?

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/

Guide information

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.

Cost of information

For the most part, we will only charge for hard copies, or copies onto media. Charges are as follows and will be reviewed regularly.

  • Accessed from our website – free of charge
  • Single hard copies – free of charge
  • As the Freedom of Information Act applies to the provision of information, a request for multiple hard copies does not fall within the provisions of the Act and will attract a charge for retrieval, photocopying and postage. We will inform you of the cost of charges that need to be paid in advance
  • Email will be free of charge.

Your rights to information

  • The Freedom of Information Act 2000 is designed to promote openness and accountability amongst all organisations that receive public money.
  • Like all NHS contractors, since 1 January 2005 there has been a FOI obligation on optical practices to respond to requests about the NHS related information that they hold, and a right of access to that information has been established in law.
  • These rights are subject to exemptions (see below) that have to be taken into consideration before releasing information.
  • In addition to accessing the information identified in this guide, you are entitled to request information about our NHS services under the NHS Openness Code 1995.
  • Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you and you can contact any practice where your records are held to do this.


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

Classes of Information

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:

Who we are and what we do

  • We are an Independent Practice
  • 20/20 Eyecare, Telephone 01582 766613
  • Details of the opticians and optometrists employed in our practices (stores) can be obtained by contacting that practice directly
  • Alternatively, details of all opticians and optometrists registered in the UK are available from the General Optical Council
  • Company registration number 5481651

Financial and funding information: what we spend and how we spend it

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.

Our priorities

To provide our patients with high quality eye care.

Decision making

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.

Our policies and procedures

  • Complaints
  • Data protection
  • Health and safety

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

Lists and registers

We don’t keep lists and registers. Our patient records are confidential.

The services we offer

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
Email: info@2020eyecare.co.uk

Opening times

Our opening times are as follows:
Monday: Closed
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
Sunday: Closed

Regular publications and information for the public

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

Useful resources


  • Information Commissioner
  • Ministry of Justice


  • NHS Openness Code
  • Freedom of Information Act 2000


This document has been created by the AOP, ABDO, FODO and the College of Optometrists. Material available through this publication scheme is copyright unless otherwise indicated. Unless expressly indicated to the contrary, it may be reproduced free of charge in any format or medium, provided it is done so accurately in a manner that will not mislead. Where items are re-published or copied to others, you must identify the source and acknowledge copyright status. This permit does not extend to third party material, accessed through the scheme. For HMSO Guidance notes on FOI publication schemes see www.hmso.gov.uk/guides.htm.

Health and Safety

20/20 Eyecare Health and Safety policy

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:

  • Undertake consultation with employees on health and safety matters.
  • Undertake supervision and training of new members of staff in health and safety matters.
  • Identify when maintenance is needed, draw up maintenance procedures, reporting problems purchasing of new equipment.
  • Ensure safe handling and use of substances (if applicable).

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.

Patient Information Governance

How we look after and safeguard information about you

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

Information recorded may include:

  • Basic details about you, such as address, date of birth, next of kin;
  • Details of your spectacle or contact lens prescription;
  • Details of glasses or contact lenses supplied to you;
  • Other details and notes about your health and medical treatment;
  • Records of medicines you have been prescribed by your doctor;
  • Information relevant to your continued care from other people who care for you and know you well, such as other health professionals and relatives.

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’.

Sharing Information

The information held about you will not be shared for any reason, unless:

  • you ask us to do so;
  • we ask and you give us specific permission;
  • we are permitted by law, for example where public interest overrides the need to keep the information confidential.

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.

Your Rights

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.

Your right to view your health record

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.

20/20 Eyecare
20 Station Road
Tel 01582 766613