People’s experiences of eye care services in Oxfordshire

This report summarises the results of a study by Healthwatch Oxfordshire of primary and secondary eye care services in the county.

Between the end of March and May 2024, Healthwatch Oxfordshire ran an online survey asking people in Oxfordshire to share their thoughts and experiences of using eye care services in the previous two years.

Healthwatch Oxfordshire asked about getting appointments, information and communication, referral to specialist care, the quality of consultations and treatment, and any additional support provided to manage an eye condition.

This report includes the results of 141 survey questionnaires. Healthwatch Oxfordshire also carried out telephone interviews with five people to capture their experiences in more depth.

In summary, Healthwatch Oxfordshire heard that people were generally positive about their experiences of appointments at eye care services and slightly less positive about their experiences of travelling to appointments, costs of care, and referrals.

Healthwatch Oxfordshire heard that availability of appointments at the Oxford Eye Hospital was generally good, although people also experienced cancelled appointments, difficulty with transport and attending early appointments, busy waiting areas, and long waits to be seen. Some people were frustrated at not being able to receive outpatient eye care at their local health facility.

Feedback on how well eye care professionals explained eye tests and medical procedures was generally positive for both private and NHS providers, but views on how well eye care services worked together to provide treatment were mixed.

Based on what Healthwatch Oxfordshire heard, it made a series of recommendations for commissioners and providers, including Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board (BOB ICB), Oxfordshire Local Optometric Committee, Oxford University Hospitals NHS Foundation Trust (OUH), and private providers of NHS services across the health system.

Recommendations include suggestions around reviewing (ideally with patient input) communication processes and provision of advice and signposting to improve support for people living with sight loss. Healthwatch Oxfordshire also recommended improving access to eye care services for people from ethnic minority groups and those whose first language is not English. Specific suggestions for OUH, which runs the Oxford Eye Hospital and associated clinics, include reviewing processes for contacting patients, stagger clinic timings and offer timeslots where possible and exploring the potential to expand outpatient care to community-based clinics.

Healthwatch Oxfordshire has sent its report and recommendations to commissioners and providers, and will publish their responses and follow-up on them.