Evaluation of the Eye Clinic Liaison Officer Service at James Cook University Hospital

Healthwatch Middlesbrough and Healthwatch Redcar & Cleveland evaluated the Eye Clinic Liaison Officer (ECLO) service at James Cook University Hospital after concerns were raised about potential funding reductions. The service supports people with sight loss by providing emotional support, information, advice and referrals to health, social care and community services. 

Feedback from patients was overwhelmingly positive. All patients surveyed said they had a better understanding of their eye condition after using the service, all felt they were coping better, and most reported receiving valuable emotional support, practical advice and help accessing benefits, low vision services and wider support networks. Ophthalmology staff also strongly endorsed the service, describing it as vital for improving patient experience, supporting independence and assisting with the visual impairment certification process. 

However, the evaluation found that many patients with sight loss were not being referred to the service. Around 94% of patients surveyed in eye clinics had never heard of an ECLO, and 60% felt they would have benefited from support had it been offered. Healthwatch concluded that demand exceeded current provision and expressed concern that reducing funding would further limit access to support. 

Overall, the report concluded that the ECLO service delivers significant benefits for patients, healthcare staff and social care services. Healthwatch recommended long-term funding for the service, a consistent referral pathway so all patients with sight loss are offered support, and dedicated space within the hospital to enable the service to develop and meet growing demand.