Turners VisionCare is a Gold Investors in People organisation and are FINALISTS in the International Gold Employer of the Year Award being held in June.
Turners have been trading in Bridgwater for 48 years and have been using IiP for 17 years to help drive the business forward. We were the first optometry practice in the UK to be accredited to the Gold standard in 2009 and have just passed a third review at the Gold level.
Since winning the South West Business of the Year Award in 1997, Turners VisionCare has won numerous local and national awards, including Independent Practice of the Year, Eyecare Practice of the Year, Management Initiative of the Year, two national awards for its websites, Dry Eye Clinic Award, and Staff Development Awards. They have featured in the National Training Awards, been finalists in the British Quality Foundation National Awards and the Orange Business Awards.
Turners VisionCare aspires to be world class and has never been afraid to expose itself to external critique and comparison. Commenting on the award submission for the German company, Rodenstock’s Marketing Initiative of 2015, their MD, Niels Jensen said the entry demonstrated ‘…overall best practice by an independent optician in the UK.’
Never afraid to evolve and adapt to a changing world, the last two years have seen the Turners team undertake a series of developments to make the business fit for purpose in 2016 and beyond. The story of this project – called ‘Optometry with Theatre’ is described in this video.
Relationships are key to the success of this longstanding small business. The Values of the business were re-written by the whole team in 2015 during an Away-Day development session (run once or twice a year).
Company Values: We are one team – we respect each other and our clients
We are good to know
We dare to be different
The same meeting produced a Customer Charter, defining the relationship with Turners customers. This charter is displayed in the waiting room, on the website and across all its social media platforms. It is lived and breathed by every team member and applies to all customers; clients, suppliers and each other.
Internal communication is fundamental to keeping Turners ethos alive and healthy. The whole team meets for 10 minutes or so at 8.30am every morning to review what’s ahead and identify opportunities and hotspots. On Wednesdays the meeting is for one hour from 8.30am and there is a programme of training on these days planned 6 months ahead. This will involve new product training by suppliers, performance reviews, opportunities for improvement and sales and clinical training. Whole day Away-Days are held off site once or twice a year and usually involve an invited external facilitator.
Turners VisionCare were recently described as ‘the leading optical practice in the UK’. This what they aspire to be and work hard to achieve.
When asked ‘How do you do that?’ senior partner Richard Llewellyn said, ‘We talk; we train but most importantly, we listen; to our customers, to our suppliers, and importantly, to each other.’
Always be planning for change - it is inevitable.
Do what you know, are qualified for and understand. Let others do the rest.
Employ for personality and train for skill.
Investors in People is a fantastic tool to help develop your business.