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Vision Express optometrist’s quick action leads to emergency surgery

Press Release   •   Jan 22, 2016 14:20 GMT

People urged to seek specialist advice for vision problems

Grateful Louis Fernandes has heaped praise upon the Vision Express optometrist who spotted an “excruciating” eye condition which needed an emergency operation.

And Louis says the service he received at his local Vision Express store in Walton-on-Thames, Surrey, acts as an important reminder for people to get expert advice on any vision and eye problems.

He explains: “I was suffering quite badly with what seemed like an eye infection, with other symptoms including a headache and a sore throat. I went to see my GP and after a cursory glance, I was prescribed a course of antibiotics.

“Several days passed and my symptoms got worse so I went back to my GP where, without any further examination, I was prescribed a new set of stronger antibiotics.”

Louis says his symptoms continued to worsen until his right eye was in excruciating pain: “I could barely see, couldn't bear to be in bright light and the headache had become a constant throb.”

In desperation, he says: “I decided to bypass my GP and at 6pm on a Friday night, I called my local Vision Express. They arranged to see me first thing the following morning and when I went in I was immediately seen by the optometrist, who conducted a thorough examination of the eye, my vision and a number of other tests.”

Immediately, Vision Express optometrist Jaspal Sihra spotted that Louis was suffering from a molluscum contagiosum – a viral infection which had led to a growth beneath his eyelid causing pressure on the eye – which can’t be treated with antibiotics.

Realising that Louis needed emergency treatment, Jaspal referred him to an ophthalmic surgeon and on Wednesday of the following week, just five days after his initial phone call, Louis underwent minor surgery to remove the growth.

At work, 45-year-old Louis often talks to clients about customer service. Now he says he uses his own Vision Express experience as a perfect example.

“The effort that Jaspal went to was exemplary – it was easy to recognise genuine concern for my well-being and a real desire to help me. But it doesn’t stop there … a week later, Jaspal called to check that I was OK and that everything had gone well. That was totally unexpected and above and beyond the call of duty.

“I was made to feel like I was being a nuisance to the doctor, but what Vision Express managed to do, fabulously, was provide a service recovery experience and, without thought of immediate profit, put my needs first.

“That's how you turn customer experiences into tangible loyalty, and it’s a valuable lesson about ensuring you get expert help for any problems to do with the eyes.”

Jaspal, who has worked at Vision Express in Walton-on-Thames for three and a half years, adds: “I’m delighted to hear that Louis is OK, and that he’s so pleased with the service we provided.

“Molluscum contagiosum is a viral infection, which is why I informed Mr Fernandes to stop taking the antibiotics and referred him after the examination. It’s advisable to seek help from your local optometrist or ophthalmologist if you experience any symptoms like Mr Fernandes.”

Vision Express offers an eye test to best practice guidelines of the College of Optometrists (COO), with each Vision Express optometrist being a qualified eye health professional. To book an eye test at the Walton-on-Thames store call 01932 254270, visit 31, The Heart Shopping Centre, New Zealand Ave, Walton-on-Thames, Surrey KT12 1GH, or book online:

About Vision Express

Vision Express is the third largest optical retailer in the UK and part of GrandVision,the global leader in optical retail operating across 43 countries, spanning over 5,800 stores and online.

With more than 390 stores nationwide, Vision Express first opened its doors in Newcastle in 1988. Built on a passion for the profession, it has gone from strength to strength, driven by a commitment to unparalleled customer service and providing the best individual optical care, the right product and great value. Customers can select from a vast range of genuine designer brands and the latest technology lenses, through to complete glasses from £39.

Vision Express is considered one of the leading and most trusted opticians in the UK and Ireland, with its European offering supported through sister eye care brands Grand Optical, Solaris and Generale D'Optique.

With around 4,000 employees, Vision Express makes a significant difference to the communities it operates within, and the organisations it chooses to support. As part of its commitment to Vision. Taken Seriously, and as a responsible and caring retailer, Vision Express is proud to partner with a range of healthcare charities, which have touched the lives of customers and teams. These companies provide vital support to people affected by vision-related conditions. They are part of the Vision Express Charity Project and include:

  • Alzheimer’s Research UK
  • Childhood Eye Cancer Trust (CHECT)
  • International Glaucoma Association
  • Macular Society
  • Stroke Association
  • Temple Street University Hospital.

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