Enter and View: the Oxford Eye Hospital at the John Radcliffe Hospital

Healthwatch Oxfordshire visited the Oxford Eye Hospital, at the John Radcliffe Hospital in Oxford, in April 2024. It was part of a series of visits to services within Oxford University Hospitals NHS Foundation Trust (OUH). 

Healthwatch Oxfordshire spoke to 30 patients and 10 staff members during their visit.

Key findings

• The hospital was welcoming, accessible and easy to find and navigate.
• It was clean, tidy and well-organised despite the space constraints of the building.
• The waiting rooms were not big enough in some areas.
• Patients had praise for the hospital staff and valued the care and support they received. 
• Most patients felt that communication with health care staff had been good, and most felt able to ask questions about their care and have them answered in a way they could understand.
• Patients said they felt able to raise concerns with the staff team about their treatment and eye care directly. However, some patients were not aware of how to formally give feedback, leave comments or make a complaint.
• A suggestion box is not available for visitors and family members to give feedback, comments or complaints.
• There were lots of leaflets about eye conditions displayed in the waiting rooms but no translated information or leaflets on display.
• The lack of parking spaces for staff and patients can lead to difficulties, including the risk of missing appointments.

Recommendations

• Given the increasing demands on eye care services, it is crucial for the Oxford Eye Hospital to assess its current space capacity to effectively meet the needs of its patients and the community it serves. 
• Clear information about opening times and operational hours is essential for ensuring that visitors and patients can readily access the service. 
• Providing real-time waiting information through digital screens could improve patient experience and alleviate waiting time. 
• Provide advice and support to patients about parking. 
• Undertake regular maintenance and monitoring of the public telephone. 
• Ensure translated materials for patients are available. 
• Provide clear information on how to give comments and feedback. 

The Deputy Chief Nursing Officer at OUH responded to the report with an action plan drawn up to address the recommendations made, including timescales for each activity.