Enter and view: Southend Hospital Eye Unit

Healthwatch Southend carried out an enter and view visit to Southend Hospital Eye Unit on 9 June 2026 to explore patients’ experiences of access, communication, accessibility, waiting times, privacy and opportunities to provide feedback. During the visit, Healthwatch representatives spoke with patients and carers, reviewed the waiting environment and observed how the service operated. 

Overall, patients described staff as professional, well coordinated and respectful, with privacy and dignity generally maintained during consultations. The waiting area was considered suitable, with adequate seating, wheelchair space and appropriate facilities. Most patients reported being seen on time, although a small number experienced waits of over an hour. 

The main concerns related to the wider patient journey rather than clinical care. Patients reported difficulties finding the Eye Unit, particularly from the main car park and when some hospital entrances were closed at weekends. Other recurring issues included cancelled or missed appointments, difficulties contacting the clinic by telephone, limited communication about delays, language and communication barriers, and uncertainty about how to raise concerns or complaints. 

Healthwatch concluded that the Eye Unit provided a generally positive and professional service but identified opportunities to improve wayfinding, communication about appointments and delays, telephone access, identification of patients’ communication and accessibility needs, and the visibility of feedback and complaints information. The Trust accepted the recommendations and reported that actions had already been taken to improve signage, patient communications, support for people with additional needs, and access to feedback and complaints processes.