“If you talk to somebody that is sighted they don’t understand”: the experiences of adults with visual impairment and sight loss of NHS Outpatient Eye Care Services within Shropshire

Healthwatch Shropshire funded research undertaken by Shropshire Rural Community Council to explore the experiences of adults with visual impairment and sight loss using NHS outpatient eye care services in Shropshire. The study involved interviews and a focus group with 12 people living with a range of sight conditions, with the aim of understanding the barriers they faced when accessing ophthalmology services and identifying opportunities for improvement. 

Participants were generally positive about the clinical care they received and spoke highly of consultants. However, they described significant challenges linked to living with sight loss, including navigating hospital environments, accessing information and maintaining independence. Particular concerns were raised about the physical layout of services, especially the cramped waiting corridor at Clinic 10 in the Royal Shrewsbury Hospital, which left some patients feeling vulnerable, unsafe and undervalued. By contrast, services at the Princess Royal Hospital and Wrekin Community Clinic were viewed more favourably because of their more accessible environments. 

Communication emerged as the most significant theme. Participants reported receiving appointment letters and information in formats that were difficult or impossible for them to read, experiencing delays and cancellations to appointments, and struggling to access clear information about support services, certification processes and ongoing care. Many felt that services were poorly connected, with limited communication between hospitals, GPs and support organisations. The study also highlighted the value of Eye Clinic Liaison Officers (ECLOs) and visual awareness training in helping patients navigate services and access wider support. 

Overall, the research concluded that people with sight loss were frequently disadvantaged by the design of services rather than by their medical condition alone. Recommendations focused on improving accessibility and hospital environments, strengthening communication formats, increasing sight-loss awareness training, improving links between healthcare and community support services, expanding Eye Clinic Liaison Officer provision, and ensuring patients receive timely information about support, care pathways and their rights.