High street laser eye clinics are giving unsatisfactory advice about the risks of laser eye surgery and pressuring customers into treatments that are more expensive than the advertised price, according to an investigation by Which? magazine.

More than half of the 18 Optical Express, Optimax, Ultralase and Independent clinics visited by undercover researchers gave unsatisfactory advice, and none of the consultations were rated as ‘good’ by the consumer title’s panel of laser eye experts.

Other claims included that clinics played down the level and possible duration of risks and complications, which could include permanently poor night vision and, in extreme cases, some loss of sight.

Both Optimax and Optical Express were named in the report for advertising surgery at a lower price than what was offered to Which? researchers. The lowest quote offered to Which? by the two high street names was £1,090 compared to the ‘from £790 for both eyes’ price tag that is advertised.

Staff failing to address dry eye problems and not informing researchers that even if they had laser eye surgery, they would probably need spectacles when they are older were other issues highlighted in the consumer group’s report. At least one branch of each of the major high street chains did not ask the right questions in order to spot binocular vision, it is alleged.

Steve Schallhorn, chief medical director at Optical Express, told OT: “I am disappointed with the article and find it very misleading. It does not do justice to the service we provide or encompass the robustness of Optical Express and the systems we have in place to ensure we do our best for our patients.”

“Basing the report on a sample size of only four visits is not good science,” he added.

Optimax owner, Russell Ambrose commented: “It [laser treatment] is a liberating operation which myself, my wife and son have all undergone with great success. I would have no hesitation in recommending the treatment to my younger short-sighted children when they are old enough to have surgery.

“Which? magazine has yet to provide us with details of their complaints. Until then we are unable to thoroughly investigate them but be assured that Optimax will take on board any criticism to improve our service.”

Ultralase clinical services director, Mark Korolkiewicz informed OT that the company would be liaising with Which? to discuss the report in more detail.

An Ultralase spokesperson added: "At Ultralase we take our responsibility to patients very seriously and follow stringent guidelines and practices to ensure that the highest levels of care, advice and treatment are provided." 

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• Laser eye surgery continues to be questioned - 08/04/2009
• Which? report finds major price differentiations in high street - 27/03/2009

P.J.Wood,FCOptom
April 9th, 2009
I am concerned that so many people/patients, friends and relatives say to me "the operation improves vision, so why isn't it more widely done?" No distinction is drawn between vision aided or unaided and there is no knowledge of after effects.