St Paul's Eye Hospital Listening Event

Healthwatch Liverpool carried out a listening event at St Paul’s Eye Unit in January 2025 following its move to the new Royal Liverpool Hospital site. Feedback was gathered from 31 patients and relatives. Overall, experiences were very positive, with patients praising the quality of clinical care, professionalism of staff and the support they received throughout treatment. Many described staff as compassionate, knowledgeable and reassuring, and a large majority rated both the service and staff highly. 

The most common concerns related to navigation and accessibility within the hospital. Patients with visual impairments reported difficulties locating the Eye Unit, Eye Emergency Department and clinic areas because signage was not always clear or sufficiently visible. Some also found the layout confusing and commented that waiting areas could become crowded, making it difficult to find seating or hear when they were called for appointments. Parking was another frequently raised issue, with many patients describing shortages of available spaces and difficulties with drop-off and collection arrangements. 

Waiting times generated mixed feedback. While many patients felt referral times and clinical care were good, some reported lengthy waits within clinics and the Emergency Eye Department. Communication about delays, appointment cancellations and follow-up arrangements was generally positive, although some patients wanted clearer and more consistent information. Concerns were also raised about access to refreshments, phone charging facilities and confidence that they could leave waiting areas briefly without missing their appointment. 

Healthwatch concluded that St Paul’s Eye Unit provides a high standard of specialist care but identified opportunities to improve the patient experience. Recommendations focused on clearer and more accessible signage, better communication about accompanying relatives and waiting arrangements, improved access to facilities such as refreshments and phone charging points, and clearer information for patients navigating the department. The Trust accepted the recommendations and outlined plans to improve wayfinding, signage, patient information and facilities.