Eye clinic (NNUH) Feedback

Healthwatch Norfolk undertook research on patients’ experiences of the Eye Clinic at Norfolk and Norwich University Hospital (NNUH). During a visit in September 2026, Healthwatch collected feedback from 18 patients and family members, with reviews achieving an average rating of 4.5 out of 5. The Eye Clinic provides screening, diagnosis and treatment for a range of eye conditions following primary care referrals and emergency admissions. 

Overall, feedback was very positive, with patients describing clinical staff as knowledgeable, professional and supportive. Many reported that appointments ran on time, felt well informed about their care, and were satisfied with their treatment outcomes. Several patients praised staff for taking time to explain conditions and treatments, answer questions and provide reassurance during what could be an anxious experience. 

The main concerns related to waiting times for routine referrals and communication with the department. Some patients reported waiting several months for appointments following referrals from opticians, although those requiring emergency treatment said they were seen quickly. A small number of people also highlighted difficulties contacting the clinic by telephone, including problems getting through and full voicemail inboxes. 

Healthwatch concluded that patients were generally very satisfied with the quality of care provided by the Eye Clinic and particularly valued the professionalism and compassion of staff. The report identified communication and appointment scheduling as areas for improvement, while noting that the service was already aware of these challenges and was working to address them.