Eyes On Our Experts | Sarah Hill

Can you give us an overview of your role as Divisional Director at Optical Express? What does a typical day look like for you?

My day can vary, from being in head office and dealing with arranging the right cover for the right clinics to maximise performance, from doing interviews and catch-up calls with my managers and optometrist within the division. However, I also enjoy being in clinics with the team and supporting the clinic with their tasks such as front-of-house duties, speaking to our patients whilst they wait for surgery or their consultation and sitting in the consultations and observing the team to ensure we are all striving for excellence at every stage of the patient journey, including surgery days.

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How long have you been with Optical Express and what has your career journey looked like?

I have been with Optical Express for over 12 years now, starting as a Team Leader within our contact centre in Glasgow. My next step was into an Assistant Manager role, where I was able to dive into the inner workings of our head office’s support functions. It was during this time I really began to understand how every department works together to maintain our day-to-day operations and deliver high-quality patient care.

I then moved into a support role for all of the Divisional Directors where I supported them in their day-to-day roles, to ensure they could focus on patient care and clinical excellence within their division. They were able to prioritise this while I organised meetings with their clinic teams, as well as sending reports and statistics to their teams so they could manage their clinics effectively. I also helped to deal with any people-related issues where I could.

I then moved to a Deputy Director role for a short time and then in 2021, I took on my current role running a division of our clinics and their teams.

Throughout my career, the guidance and support of leaders like Tracey Macphee, Bilal Ahmad, and Clinical Director Stephen Hannan, to name just a few, have been invaluable. Their many years of experience remain a constant source of inspiration and our close collaboration, where we frequently exchange ideas and support one another, has been vital. I feel so lucky to be able to learn from some of the best minds in ophthalmology on a daily basis! Working within such an expert team has fuelled both my own development and the continued success of our division and wider business.

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Having worked in multiple departments, how has this cross-functional experience shaped your approach as a leader?

Being a part of so many different aspects of the business has really enabled me to have a holistic approach to leadership. I like to think I’m capable of seeing the whole picture and how all the little parts come together to create that success clinically and commercially – which I think has had a fantastic impact in growing my division over the last two years.

This broad exposure has equipped me with the ability to adapt quickly to change, as I’ve gained insights into every aspect of the business, from the contact centre to HR, recruitment and support functions.

Having been involved with these areas over the past 12 years, I’m now able to guide and support others, helping them grow within their roles. My knowledge of various key functions allows me to foster collaboration, ensuring we continue to achieve great outcomes together as a team.

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What do you think sets Optical Express apart from other eye care providers?

One thing that I’m proud of is that we publish all our outcomes, which our competitors don’t do, giving not only our patients the confidence in choosing Optical Express, but also our team’s confidence in what they do day in and day out.

We are ahead of our competitors when it comes to new technology and always looking to invest in the things that make a positive difference to our patient outcomes. As a complete eye care provider, we can offer all patients a service at every single stage of their life and eye care journey – there are no other eye care providers in the UK who can say the same.

We’re very fortunate to have a Founder, Chairman and CEO like David Moulsdale who is actively involved in the day-to-day running of the business. He’s often right next door or just a phone call away, making it easy to share ideas and make quick decisions. This level of accessibility allows us to stay agile and maintain a competitive edge across all the industries we operate in.

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Can you share a moment when you felt particularly proud to be part of the Optical Express team?

I think this for me is how we work as a team. We support each other when we can, and I especially feel proud to have a team that will do what they can not only for our patients, but for each other. There isn’t one particular moment, this is a feeling I experience pretty much every day.

The strategic direction and leadership never falter, so we’re always working together towards something important. I think that helps us show up to work motivated, inspired and ready to do the best we can for our patients.

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How has Optical Express evolved since you joined?

We have expanded in the private side of the business, but we’re also continuing to grow our ACES eye care business, which is allowing us to support the NHS and provide treatments they do not have the capacity for such as cataract surgery. We’ve opened so many more clinics across the UK and Ireland, and even Germany and Croatia.

We really are always thinking of how we as a business, together with our patients, can reduce our carbon footprint. Being one of the first providers to really take ownership of educating our patients and others about the damage that contact lenses have on the environment has been an important part of the work we’re doing.?

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What trends or innovations in the eye care industry do you find most exciting, and how is Optical Express adapting to these changes?

The tech side of things is constantly evolving, and we are adapting our processes as these new developments emerge. The Zeiss Clarus 500, for example, has revolutionised our diagnostic capabilities. It’s made the consultation journey smoother and quicker for patients while giving our optometrists enhanced visibility into their eye health. This cutting-edge technology allows us to offer even more precise and personalised care and ensures the best possible outcomes.

I’m really looking forward to seeing how our focus on adopting the latest technologies continues to drive innovation and enhance the patient experience.

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What leadership style do you believe is most effective in today’s fast-paced business environment?

For me, I like to have various styles depending on what the situation is and what I require from my team. However, one thing I feel is important is being open and honest with all my colleagues and ensuring that my objectives and the business objective are delivered clearly.

I also feel it’s important for me to be hands-on. I will get involved in whatever I need to do for the benefit of the patients and to support my team. From cleaning to popping on the kettle for a cup of tea, to supporting the team’s responsibilities whilst I’m on site, there is no task too small when it comes to delivering the best possible care and fostering a positive environment.

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What are your long-term goals for your division over the next 5 years?

While my division has certainly faced its share of challenges over the years, I’m genuinely excited about the future as we continue to grow across the UK. With new clinics opening and the chance to reach more patients, I can’t wait to see our locations full of people, whether they’re new patients just beginning their journey or returning patients who’ve had life-changing results and continue to receive our care.

I’m also really looking forward to watching my team grow. I want them to take on new roles, develop their skills and build confidence in their abilities. I want my team to feel supported in their roles and also challenged, so that they are always pushing themselves to be better. I feel my division has made great progress and am looking forward to seeing our clinics and teams striving for even more success.

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If you could instantly learn any skill or talent, what would you pick and how would you use it?

I would love to be able to play an instrument. I think music is an escape after a stressful day or if you haven’t had great news and is something I enjoy listening to. It always makes me feel better to sing along so much so I joined a choir!? It’s great when others also appreciate the music you’re singing especially if it means something to them, so to be able to play an instrument would be great especially to bring joy to others (except my husband and kids who are probably fed up with me singing around the house). But you never know, you could see me on the next season of The Voice… but realistically you’re more likely to find me singing at the Optical Express Christmas Party.