Engagement Report: Patient Experience of using the Royal Eye Infirmary, University Hospital Plymouth NHS Trust

This Healthwatch Plymouth report presents findings based on feedback gathered from 59 patients and relatives who had recent experiences with the Royal Eye Infirmary (REI) service at University Hospitals Plymouth NHS Trust (UHP). Conversations took place in July 2025 at the REI facility, and in May 2025 with members of the Sensory Solutions group run by Improving Lives Plymouth. Additional surveys were filled out independently by the Saltash Cornwall Macular Society Support Groups.

Patients generally reported that the staff and consultants were both helpful and pleasant. 

Patients with sight loss, visual impairments, the vulnerable and very elderly continued to struggle with most aspects of attending the REI, in contrast to those with good visual ability. 

Travel to the REI continues to be a challenge for many patients, largely due to limited bus services and inadequate parking. Additionally, travel costs were a concern for many patients. 

Long, uncertain waits in clinic without updates cause anxiety about missing names, overstaying parking, or lacking food and water. 

The majority of patients reported that the format of the letters they received was satisfactory, although some experienced difficulties with phone communication and delays in receiving correspondence from the REI.