5 STAR SERVICE
Patient Reviews & Survey
Your feedback helps us to monitor how we are doing against our goals of being friendly, professional and providing the best eye care possible to our patients.
If you have a review or feedback, please let us know.
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What our patients have to say...
"I would like to express my appreciation and thanks for the most excellent treatment that I have received from everyone I have met at Monnow Eyecare. As a new customer when I came to you I received first class care and advice before and after my cataract surgery.
A small problem with my new spectacles was rectified promptly and smoothly with the utmost courtesy and friendliness, causing no embarrassment I would be only too willing to recommend your splendid service to anyone. Many thanks"
"I was really impressed with the time that was taken and also the way in which my optometrist explained every procedure to me - I really felt like a valued customer and felt like I could ask any questions…….I left feeling very reassured and comforted. Thank You Monnow Eye Care, I will definitely be coming back"
Mrs T Morgan
“Having had a great experience at Monnow Eyecare myself, I encouraged my wife to have her eyes examined as she was having severe headaches despite having been examined by one of the national chains only 6 months earlier.
Helen and her team did a great job, sorted out some frames and lenses and Gill is now enjoying improved vision and no headaches!
The extra time and effort Monnow Eyecare put into their examinations really does make a difference and we would recommend them to anyone.”
"After years of using horrible clip-on sunglasses, or worse still, balancing actual sunglasses over my prescription reading glasses, I finally took the decision to splash out on a pair of prescription sunglasses from Monnow Eyecare. I haven't regretted that decision once. Life has become so much easier in the sunshine! Reading for pleasure in the sun is now exactly that - a pleasure! No more balancing, moving into the shade, or switching specs, just the one pair. Navigating in the car is also easier, not having to rummage in the glove compartment for reading glasses to exchange for the sunglasses. Brilliant decision, I'd recommend them to anyone!"
"I have never owned prescription sunglasses before, but after just a few days of wearing my new glasses whilst driving in the glaring sun I would not go back!
They weren't sold as sunglasses but with the brown frame and turquoise sides they really suit the tinted lenses and I would recommend them to anybody."
Comments about the refurbished practice:
Inviting, décor tasteful, very nice.
Mr and Mrs Knibbs
Loved the new look.
Mr and Mrs Sweeting
Very smart. Love the curved wall.
Modern but restful.
Customer feedback is requested shortly after your visit, when you are sent an email with an invitation to take part in our online survey. The results are collected and independently verified by Aardvark Marketing Consultants.
The new practice extension continues to be appreciated by customers, with 97% rating us as modern and easy to access. We receive lots of lovely comments about the high quality specialist eyecare we offer, our helpful team and the modern technology in use at the practice. Many customers also say it’s very easy to get a convenient appointment time and they appreciate our text messages to remind them of their appointments.
Over half of our new customers come to us because of a personal recommendation from a friend or family member. In our survey 95% of our respondents said they would be happy to recommend us in this way. They are sure to get a friendly welcome as 98% of our respondents said the receptionists made them feel very welcome and 100% rated all the staff as friendly and approachable.
We understand that some people can feel nervous or worried about having an eye examination, so we try to make sure everyone is treated with respect, understands their test results and feels comfortable asking us questions. We’re delighted to say that we received 99% agreement from customers that our opticians explain the tests and made them feel comfortable during the eye examination and 98% agreed that the optician was knowledgeable and experienced.
The survey showed customers had used a mix of our services, with more than half including an OCT scan with their eye examination. There were some customers who came for appointments through the Low Vision or PEARS eye health emergency service.
Nobody is perfect, so there were naturally a few comments about how we could do even better in the future. We’d like to thank respondents for bringing these points to our attention as we try to ensure that all our customers continue to have the a great experience at Monnow Eyecare.