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In January 2012 I launched My Beautiful Eyes Campaign, calling for the UK government to regulate the refractive eye surgery industry.
This resulted in a surprisingly high number of people asking for my advice, and so I set up MBE Foundation, a patient advocacy service...

× Optical Express Ruined My Life - Discuss...

normal ATTENTION WHISTLEBLOWERS!!

16 Feb 2014 13:08 - 17 Feb 2014 08:44 #11 by admin
Last month I was given details of alleged fraudulent activities which are an open secret amongst many store based staff.

If you think you might know what I am referring to, and are in possession of any facts or documentation supporting these allegations, please contact me asap:
This email address is being protected from spambots. You need JavaScript enabled to view it.

As always, confidentiality guaranteed.

Thank you to those who've already provided information. It's all been useful, as time will soon tell.

Tick tock... :kiss:
15 Sep 2013 20:54 #12 by Ex OE

Withheld wrote: Customers "should" be asked to complete a customer satisfaction report after each appointment. In my experience 90% of these responses were from employees of OE who couldn't be bothered to ask customers to do so.

I left OE a few months ago & customers NEVER filled in these forms. We were told not to waste time & do them ourselves.
07 Sep 2013 12:06 #13 by Ex Oe
I can't help much in regards to the clinical side of things but I worked for a few months in the contact centre as a 'customer care agent'; never before have I heard such an inappropriate job title - this was sales, cold hard brutal sales. Around 100 agents were under so much pressure to make a target of approximately 300 calls per day.

At the 'induction' we were given a very brief talk about what laser vision correction is, but I still don't know much about it as the emphasis was on selling.

Allison Creaney was the contact centre manager at the time and she believed a good way to motivate staff was to draw '£' signs on the board for every appointment made.

I saw enough to make me certain that I would never let this company near my eyes.
30 Aug 2013 22:31 #14 by Anonymous

Attila the Scot wrote: Junior staff who are worried about keeping their jobs, well if they don't tell the truth they will be tarred with the same brush!

Not just "Junior staff" - ANYONE who's been employed by OE at any time with information that could shut this company down to stop more people being hurt should speak out. I would rather be unemployed than live with my conscience knowing I was part of OE's sick mechanism & profiting from it.
30 Aug 2013 14:29 #15 by oe
head office looking here this morning for hrs copying pages
30 Aug 2013 09:47 #16 by Attila the Scot
To me this is a massive scandal waiting to be exposed. If OE are falsifying information given by eye patients then it is going to result in criminal action if the managers and senior people know and encourage it. Junior staff who are worried about keeping their jobs, well if they don't tell the truth they will be tarred with the same brush!
29 Aug 2013 22:31 - 29 Aug 2013 22:32 #17 by ex oe
pateints are being signed up for eye opertaions they shouldnt have but I cant give you the proof but hope you get other people who will. lots of people at oe know whats going on but they want to keep there jobs.
27 Aug 2013 16:10 #18 by Danny
I have thought that customer satisfaction reports are not all they appear, I was asked to complete many of these on my after (lack of) care, initially the first one or two were filled in with me being told things were great and my eyes would settle down, once it was pretty clear that my eyes were not going to get better I filled them in truthfully with my own opinions and thoughts of the company and my outcome, in other words not the gleaming satisfaction report they would want. I thought nothing more of them until my legal case progressed...

I asked OE for a copy of my customer satisfaction reports and to my surprise it appears to be doctored!!! Wherever there is a negative reply by myself to a question there is a a direct copy of the same question underneath with a positive answer!! It seriously looks as though someone has doctored the results and forgot to take out the negative comments before printing it all out, oh how my legal team had a good old chuckle.
25 Aug 2013 23:53 - 25 Aug 2013 23:59 #19 by Withheld
Dear Sirs,

As a former employee of Optical Express your website does not surprise me.

I was a refractive Counsellor (Laser Surgery Salesman). The whole company is based on bullying, sales targets and aftercare is an after thought.

There is pressure from managers not to give the customer all available information for fear of scaring them off.

I have seen customers lied to at every level and even witnessed a colleague telling a customer to lie on a credit application in order to fund their surgery (at the Liverpool branch this practice is rife).

After I'd first joined the company, 4 weeks into training, I attended the staff Christmas Party and was physically thrown out and sacked as it was believed I was a journalist. This really should have set alarm bells ringing however I was so in need of a job that when they offered me my position back I had to accept.

I have since been let go from OE for not hitting sales targets, unwilling to lie, bully and cheat to make a sale.

I think the info that will really help you concerns the claims of customer satisfaction.

Customers "should" be asked to complete a customer satisfaction report after each appointment. In my experience 90% of these responses were from employees of OE who couldn't be bothered to ask customers to do so.

All false info!!!!

If you would like any further info from me do not hesitate to ask.

Regards
D__
21 Aug 2013 22:55 - 21 Aug 2013 23:14 #20 by Conduit

admin wrote: Prison is more fearsome than David Moulsdale or Hugh Kerr


It's likely Messrs Moulsdale & Kerr will soon be able to tell us themselves if they agree

OERML & My Beautiful Eyes Foundation rely on your support to expose the horrors of this unregulated industry.

Your help is very much appreciated!

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