Croydon residents' experiences of eye care services

This report summarised feedback collected by Healthwatch Croydon looking at Croydon residents’ experiences of eye care services. This report was part of a national project commissioned by Healthwatch England to explore patient experiences of waiting for NHS specialist eye care. It aimed to better understand the referral journey, waiting periods, the impact of delays, trust in opticians, and areas for service improvement. The report is based on a survey of 30 individuals, the majority were collected in person at the Moorfields Eye Clinic in Croydon University Hospital, between 3rd and 25th September 2024.

Key findings:

• Positive feedback was received regarding the care provided at Moorfields Eye Clinic.
• Most respondents trusted opticians to refer them to specialist services but were less confident in opticians managing ongoing conditions.
• Accessing opticians was generally easy, and cost was not a major barrier for most.
• Waiting times were the most significant issue, with many waiting over a year for treatment.
• One-third of those waiting reported considerable deterioration in vision.
• Most respondents waiting for care were not offered additional support such as mental health assistance or clear communication on waiting times.
• Lack of awareness about Croydon’s long-established community eye care service was also noted.

Key recommendations:

1. Address long waiting times to prevent worsening eyesight.
2. Provide support for daily life, including mental health, lifestyle advice, and clear communication while waiting.
3. Improve referral quality, reducing the number of appointments before being referred.
4. Promote Croydon’s community model, clarifying services and care pathways.