B??ts Opticians - I really should have gone to Specsavers (I did)

For the past eight weeks I’ve had some sort of eye infection. It was really bad, stingy, gunky, red and itchy. Everyday it hurt, some days more than others - I didn’t miss a day of work (apart from annual leave) during this time, despite staring at Microsoft Teams five days a week. #resilience?

My local doctors surgery had triaged me twice, over the phone without seeing my eyes.?They gave me drops, creams and ointments of sorts - none of which consistently worked or cured the issue. I didn’t fancy going to Spain without seeing a doctor, but even when I eventually got a face to face appointment it was with the nurse practitioner.?She thought it was potentially a blocked tear duct.?

Whilst in the Costa Blanca (Did I say I’d been on holiday) my eyes worsened. I could barely be in the sun without them streaming. I thought it may have been the chlorine.?

On returning to the UK I contacted my Spinal Muscular Atrophy consultant team to enquire as to whether it could be a risdiplam (the trial drug I’m on) interaction issue. It wasn’t and I was told to go to an opticians.?

All that came to mind was Boots Opticians , a trusted British brand. I went on their website and could book an appointment in a nearby town (not my local town) about 10 miles away for the following day. I had to be selfish and create some room in my diary at work. When booking my appointment it asked whether I was a wheelchair user and I naturally I ticked yes. I shared some information about my infection being the reason for my visit.?

On arrival at Boots Opticians (I was early) they took me to the waiting area and immediately became a bit flustered. Initially they questioned whether I could fit in the room.?I was then asked whether I could get out of my wheelchair, to which I politely confirmed I couldn’t. The optician then went on to say that she couldn’t see me as she would not be able to inspect my eyes without equipment. I asked whether the chair could be moved, whether my carer could hold the equipment or whether quite simply she could have a look at my eye. Imagine the scene from Little Britain “computer says no”. The optician went onto explain that they could order some handheld equipment in to proceed, but it may take 7 working days - a week or more of pain and a infection getting worse. I challenged why such equipment wasn’t there incase a wheelchair user or other immobile customer unable to transfer came in unplanned. I asked why the room had not been designed inclusively from the start ( Motionspot they need your help). They basically refused to help me in anyway for an appointment I’d booked. I asked whether they treated other customers with protected characteristics in such way. I asked their knowledge of the Equality Act and reasonable adjustment. It was implied I didn’t know what I was talking about. I explained my role in my employment and whilst our branches are not perfect we have disability toolkits ready for disabled customers. The only useful bit of advice Boots gave me was that Specsavers have an acute eye clinic and maybe able to help.?That's right, go see the competition??!!

I trundled off to Specsavers which was next door fearing a similar experience and I couldn’t have been more wrong. I was blown away by the service I received. They asked why I had visited, then officially triaged me. Following the fact finding they confirmed they could help and had a spare appointment within 10 minutes.?

I saw an optometrist in a large #accessible room, of which the chair was removable and equipment adjustable. But guess what??She didn’t need any of that. From triaging, a visual inspection and a good old Ophthalmoscope she was able to confirm that I have blepharitis. I had a 20 minute detailed explanation of what the condition was and that I’m likely to have had it 10 years based on my story. I then received a bunch of products and treatment advice. 3 days later my eyes already feel brand new.

Specsavers got ￡67 of my purple pounds and Boots Opticians , well you got a roasting on LinkedIn and I’m sure many of the disabled community after reading this may think twice when needing a disability friendly opticians.?