Enter and view: Community Health and Eyecare Ltd
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Healthwatch Lewisham carried out an Enter and View visit to Community Health and Eyecare Limited (CHEC) New Cross in March 2026 following concerns raised through the Lewisham Independent Advocacy Service about patient experiences after eye surgery. Overall, the service was viewed positively by both patients and staff. Most patients reported being satisfied with the referral process, appointment arrangements, treatment they received and the outcomes of their care, particularly cataract surgery. Staff were described as friendly, professional, reassuring and supportive throughout the patient journey.
Patients generally found the clinic clean, organised and accessible, and most felt well informed about their treatment and aftercare. Post-surgery patients were particularly positive about their outcomes, with several reporting significant improvements in vision and confidence following treatment. Information about recovery, medication and follow-up care was usually provided clearly, and patients appreciated the support available if concerns arose after surgery.
A small number of issues were identified. Some patients felt information about treatment risks, benefits or surgical procedures could have been clearer, while others experienced difficulties because information was not available in their preferred language. Healthwatch also found that signposting within the building could be improved and that some patients were unaware of the free transport service available to eligible patients. A small number of patients were uncertain how to make a formal complaint or access advocacy support.
Healthwatch concluded that CHEC New Cross provides a high-quality service with positive patient outcomes and strong staff support. Recommendations focused on improving language support, strengthening pre-treatment information, improving signage and visibility of accessibility features, promoting feedback and complaints processes more clearly, and raising awareness of available transport support. The provider accepted the findings and outlined actions to address each recommendation.