Quality Assurance Report

Organisation: Scrivens Limited
Services Covered: Optical Services and Hearing Services
Reporting Period: 2025–2026
Prepared for: Public Sector Frameworks
Reviewed: 10th April 2026

 

1. Executive Summary

Scrivens Limited is a long-established UK provider of optical and hearing care services, delivering NHS and private services through a nationwide network of practices. This Quality Report sets out the governance arrangements, quality assurance systems, clinical standards, and continuous improvement processes that Scrivens Limited applies to Optical and Hearing Services delivered under agreements and frameworks.

The organisation is committed to delivering services that are safe, effective, patient-centred, and compliant with all relevant regulatory and contractual requirements. Robust governance structures, regular auditing, staff training, and service user feedback mechanisms underpin this commitment.

2. Organisational Overview

Scrivens Limited provides:

Private and NHS funded optical services, including sight tests, dispensing, and clinical eye care. Enhanced Optical services including diabetic screening, pre and post cataract assessments

NHS adult hearing services, hearing assessments, fitting and maintenance of hearing aids, and ongoing patient support.

Services are delivered by appropriately qualified and registered professionals, including GOC-registered optometrists and HCPC-registered hearing aid dispensers, supported by trained dispensing and administrative staff.

3. Governance and Clinical Leadership

3.1 Governance Structure

Scrivens Limited operates a clear governance framework to ensure accountability, oversight, and continuous quality improvement. This includes:

  • Senior management responsibility for quality and compliance
  • Clinical leadership for optical and hearing services
  • Dedicated Leads to meet Governance and Regulatory requirements
  • Defined escalation routes for risks, incidents, and complaints
  • Regular management and governance meetings
  • Board oversight on performance and service delivery

3.2 Regulatory Compliance

 The organisation complies with all relevant regulatory requirements, including:

  • General Optical Council (GOC) Standards of Practice
  • Health and Care Professions Council (HCPC) Standards of Conduct, Performance and Ethics
  • NHS contractual requirements for optical and hearing services
  • Data protection legislation (UK GDPR and Data Protection Act 2018)
  • DSPT Toolkit (Standard Met)
  • Cyber Essentials

4. Quality Assurance Framework

 Scrivens Limited operates a structured Quality Assurance (QA) framework designed to provide assurance to end users that services meet agreed standards.

4.1 Quality Management Systems

Key components include:

  • Standard Operating Procedures (SOPs) for optical and hearing services
  • Document control and version management
  • Risk assessment and risk registers
  • Incident reporting and investigation systems

4.2 Internal Audits

A planned programme of internal audits is in place covering:

  • Pre-service risk assessments
  • Clinical record-keeping
  • Consent and patient information
  • Compliance with clinical pathways
  • Bi-annual peer reviews
  • Outcome and benefit assessments
  • Infection prevention and control
  • Patient and staff safeguarding
  • Key Performance Indicator Reporting to individual requirements
  • Equipment calibration and maintenance
  • Audit findings are documented, reviewed by senior staff, and supported by clear action plans where improvement is required

5. Optical Services – Quality Standards

5.1 Clinical Care

Optical services are delivered in line with:

  • GOC Standards of Practice
  • NHS sight testing regulations
  • Evidence-based clinical guidance
  • Clinical assessments are comprehensive, clearly documented, and focused on patient safety and outcomes

5.2 Equipment and Facilities

  • All diagnostic equipment is maintained and calibrated in accordance with manufacturer guidance
  • Practice environments meet health and safety and accessibility standards
  • Infection control procedures are consistently applied

 5.3 Patient Experience

  • Patients receive clear information about examinations, outcomes, and treatment options
  • Informed consent is obtained and recorded
  • Feedback is actively encouraged and reviewed

6. Hearing Services – Quality Standards

6.1 Clinical Care

Hearing services are delivered by HCPC-registered professionals and aligned with:

  • Adult Hearing Service specifications
  • Professional standards for hearing assessment and rehabilitation (BAA, BSA, BSHAA, NICE)
  • Registration to the Improving Quality In Physiological Services (IQIPS) accreditation service, who provide annual external auditing of quality standards

6.2 Assessment and Treatment

  • Comprehensive hearing assessments using calibrated equipment
  • Clear clinical records and documented care plans
  • Use of established and recognised device manufacturers
  • Appropriate fitting, verification, and follow-up for hearing aids

6.3 Ongoing Support

  • Aftercare and review appointments
  • Repairs, maintenance, and patient education
  • Clear referral pathways where complex needs are identified

7. Staff Training and Competence

Scrivens Limited ensures that all staff:

  • Hold appropriate professional registrations where required
  • Have undertaken compulsory DBS checks
  • Complete structured induction training with clinical shadowing
  • Undertake ongoing Continuing Professional Development (CPD)
  • Complete annual re-training and testing to ensure understanding and compliance with key service requirements
  • Undertake individual training to ensure that they meet individual service requirements
  • Training records are maintained, monitored, and reviewed to ensure skills and knowledge remain current

8. Incident Management and Risk Control

  • All incidents, near misses, and complaints are logged through a formal reporting system
  • All incidents are codified within a risk rating system to identify and understand impact
  • Incidents are investigated proportionately, with root cause analysis where required
  • Learning outcomes are shared to prevent recurrence
  • Risks related to clinical care, information governance, and service delivery are actively managed through regular review
  • Quarterly reviews of incidents by dedicated teams are completed to identify trends, design mitigations to prevent recurrent events and understand upcoming developments to plan for new measures accordingly

9. Information Governance and Data Protection

Scrivens Limited maintains strong controls to protect patient and client information, including:

  • Compliance with UK GDPR principles
  • Secure electronic and paper record management
  • Staff training on confidentiality and data protection
  • Only the minimum necessary data is used, and access is restricted to authorised personnel

10. Service User Feedback and Complaints

  • Patient satisfaction is monitored through feedback and surveys
  • Complaints are managed in line with a formal complaints policy
  • Trends and themes are analysed to drive service improvement
  • Feedback is viewed as a key quality improvement tool

11. Continuous Improvement
Scrivens Limited is committed to continuous improvement through:

  • Regular review of audit outcomes
  • Action plans with defined owners and timescales
  • Re-auditing to confirm sustained improvement
  • Engagement with commissioners and framework partners
  • Integration with Professional Standard bodies to develop and improve national working standards
  • Quality data sharing with service providers and industry stakeholders to share learning and develop system wide improvements

12. Conclusion
This Quality Report demonstrates Scrivens Limited’s robust approach to governance, quality assurance, and continuous improvement for Optical and Hearing Services delivered under any agreement or framework. The organisation is committed to maintaining high clinical standards, delivering positive patient outcomes, and providing assurance as a trusted sector partner.

Authorised by: Scrivens Limited – Professional Services Department