We aim to exceed customer expectations whenever Transforming eye health
they visit one of our stores. In Australia, we successfully This year we have reinforced our commitment to
piloted CREATE in 50 stores – and it has proven to be our professionalism with a strong focus on offering broader
most impactful development programme in Specsavers eyecare services to our customers.
Australia and New Zealand’s history. The programme
is designed to equip our store teams with the skills With technological change, an ageing population,
and tools necessary to consistently create exceptional improvements in treatment, and financial pressures on
customer experiences, using the capabilities of coaching, government-funded healthcare, Specsavers is working
relating, enquiring, adapting, teaching and engaging with to relieve the burden on GP surgeries and hospital eye
our customers. This year will see its official launch in the departments by offering enhanced optical services that fall
region, as well as the roll-out of the programme across outside of the standard eye test. These enhanced services
Northern Europe. incorporate minor eye conditions, glaucoma monitoring,
cataract screening and diabetic retinopathy screening.
In the UK we launched a similar programme called the
Specsavers way, and this year we captured its essence in To transform eye health, ophthalmologists and optometrists
a core set of behaviours aimed at helping staff continue need to find new, more effective ways of working together
to offer the great service our customers have come to across primary and secondary care. In the UK, this year’s
expect. Like staff at our Trongate store in Scotland, who launch of our partnership with Newmedica, one of the
won The National Autistic Society’s Autism Friendly l