Diana, Princess of Wales Hospital, Eye Clinic Sept-Dec 2024

This report details Healthwatch North East Lincolnshire patient engagement at the Eye Clinic of Diana, Princess of Wales Hospital between September and December 2024 to assess patient experience, waiting times, and accessibility. Healthwatch spoke to over 50 patients and collaborated with the Eye Care Liaison Officer (ECLO) to gather insights.

Key Findings:

• Patients reported congestion in the waiting area, with limited wheelchair spaces and insufficient seating due to many attendees bringing family, carers or friends.

• Signage issues made navigation difficult, particularly for out-of-town patients. Some struggled to locate the clinic from the car park.

• Long waiting times were a concern, with patients often waiting 2-3 hours for multiple procedures. Some patients reported issues of missing clinical notes that cuased delays.

• Many patients were unaware of the ECLO service, which provides guidance and support for those with visual impairments.

Recommendations:

• Improve waiting area layout to accommodate more seating and wheelchair spaces.

• Enhance signage, particularly to guide patients from the car park.

• Review appointment scheduling to reduce waiting times and ensure notes are available.

• Raise awareness of ECLO services through better signposting and patient engagement.

Service Provider Response:

The Northern Lincolnshire & Goole NHS Foundation Trust has acknowledged the findings and is piloting improved signage at the hospital. Healthwatch will monitor its impact and continue engagement with patients and staff to support ongoing improvements.