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Voice of the customer report: Eye care pathway part 1

Key insights cover blind and partially sighted people’s experience of the eye care pathway – from diagnosis through to care and support, as well as their experiences with e-scooters.

Key findings

  • There is significant variation in experience of eye clinic care. While the vast majority are generally satisfied with the care they receive, a significant portion aren’t. A quarter are dissatisfied with information and referrals into support services. Some experience long waiting times or have difficulty booking appointments, and around half have experienced cancelled or reduced appointments due to the impact of Covid on hospitals.
  • Early emotional support is crucial, yet too many VI people experience a lack of empathy at diagnosis. Referrals into emotional support services only happen for 1 in 5 patients, and whilst there has been some improvement in this area over the past 10 years, those being offered such support are still in the minority.
  • E-scooters present a significant concern for people with vision impairment. Many VI people who travel in areas where e-scooters operate feel less confident on the streets or now avoid those areas. Concerns stem from the use of the vehicles in pedestrian spaces, the speed they travel at and their lack of noise making them difficult to be aware of.