Optical Express - London (White City) Clinic

Updated 19 January 2023

Optical Express – London (White City) Clinic is operated by Optical Express Limited. Optical Express Limited offers general optometric services (which is outside the CQC scope of registration) and refractive eye surgery in clinics across the United Kingdom, Ireland and Europe.

Optical Express – London (White City) Clinic provides intra-ocular lens exchange, cataract and phakic intra-ocular lens implant surgery under local anaesthetic and intravenous sedation, for adults aged 18 years and above. The clinic registered with the CQC in October 2013 and has had a registered manager in post since the date of registration. The service is registered to provide the following regulated activities:

• Surgical procedures
• Diagnostic and screening procedures
• Treatment of disease, disorder and injury

The clinic is based on the first floor within Westfield’s White City shopping complex and is set over two floors. Patients are self-referring and privately funded. The clinic has a theatre, anaesthetic room, laser room, diagnostic room, post-operative room and patient waiting areas.

The service was last inspected in October 2017. At that time the CQC did not have a legal duty to rate refractive eye surgery services.

Updated 19 January 2023

We had not previously rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

Updated 19 January 2023

See overall summary above for details.