University Hospital Plymouth NHS Trust Patient Experiences of Royal Eye Infirmary

This is a report by Healthwatch Plymouth. The project looks at peoples experiences of a new eye hospital.

In January 2024, Healthwatch Plymouth (HWP) were contacted by the Patient Experience and Patient Services Manager at University Hospitals Plymouth to discuss the new building and some concerns raised by patients to staff at the Royal Eye Infirmary. It was agreed that HWP Volunteers would conduct visits to the REI to engage with patients around their experiences of the new facility and whether additional improvements were needed to make the facility work better for patients. A guided conversation questionnaire was co-produced with UHP and visits to the REI were undertaken by HWP in March 2024. 

Key findings include

• Overall, the majority of patient feedback gathered at the REI in March 2024 has been positive, both about the service and the staff.
• Patient feedback relating to the period of time when the building opened in October 2023 to January 2024 tends to raise more issues. Some patient comments reflect the understanding that the service has been making improvements in this timeframe.
• Main issues raised include parking and transport, interior and exterior signage, and waiting times for appointments and follow-up. 

There are recommendations in this report:

• There is scope for UHP to work directly with the sight loss group, part of the Sensory Solutions service at the Improving Lives Plymouth Mannamead community hub. This could provide opportunity to better understand needs and concerns of patients and increase patient confidence in being heard.
• The issue of a safe pedestrian crossing outside the REI needs to be prioritised with the Local Authority.
•  The new building would benefit from a mini–Patient Led Assessment of the Care Environment (PLACE) undertaken by Patient Council and Healthwatch Plymouth assessors to assess areas such as Disability Access (including Hearing Loops), Signage and Privacy and Dignity.

The provider has responded to the report.