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Background <p>In the UK, ophthalmology appointment delays are a longstanding issue, with serious implications for population health, and were exacerbated by the COVID-19 pandemic. In response to these pressures, a major eye hospital organisation established a community-based clinic providing testing for stable glaucoma and medical retina patients in a London shopping centre. This clinic reduced appointment delays significantly. However, little is known about how patients and staff experience services of this kind.</p> Objectives <p>To understand experiences of patients attending and staff working in this clinic.</p> Method <p>Semi-structured interviews with staff (<i>n</i> = 29) and patients (<i>n</i> = 9). Observations of service delivery (<i>n</i> = 6). Data were analysed thematically.</p> Results <p>Four themes were identified: (1) delivering eye appointments; (2) clinic setting; (3) communication and engagement; and (4) future of diagnostic clinics. Patients were overwhelmingly positive about their experiences of the clinic, citing shorter appointment lengths and supportive, friendly technicians. Some patients found the clinic harder to reach than their local hospital, but noted this would not prevent future attendance. Technicians enjoyed working at the clinic and felt valued, whilst describing challenges in communicating with offsite clinicians and concerns about professional development. Staff and patients supported future use of services of this kind.</p> Conclusions <p>Patients and staff experienced this community-based eye clinic very positively. This, alongside the clinic’s impact on appointment delays, suggests that such clinics may be valuable in future. Services of this kind may be optimised and sustained in future by enhancing pre- and post-appointment patient communication, providing transport solutions, and strengthening technician career development.</p>

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Patient and staff experiences of a community-based diagnostic clinic for chronic eye conditions: Qualitative analysis

  • 期刊论文

  • 出版模式：

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  • 发表日期：

    2026年5月19日

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  • Angus I. G. Ramsay,
  • Joy Adesanya,
  • Juan Carlos Bazo-Alvarez,
  • Helen Baker,
  • Jocelyn Cammack,
  • Caroline S. Clarke,
  • Holly Elphinstone,
  • German Alarcon Garavito,
  • Sir Peng Tee Khaw,
  • Stephanie Kumpunen,
  • Grant Mills,
  • Dhakshi Muhundhakumar,
  • Steve Napier,
  • Siyabonga Ndwandwe,
  • Peter Scully,
  • Anne Symons,
  • Hari Jayaram,
  • Sobha Sivaprasad,
  • Paul J. Foster,
  • Naomi J. Fulop

摘要

Background

In the UK, ophthalmology appointment delays are a longstanding issue, with serious implications for population health, and were exacerbated by the COVID-19 pandemic. In response to these pressures, a major eye hospital organisation established a community-based clinic providing testing for stable glaucoma and medical retina patients in a London shopping centre. This clinic reduced appointment delays significantly. However, little is known about how patients and staff experience services of this kind.

Objectives

To understand experiences of patients attending and staff working in this clinic.

Method

Semi-structured interviews with staff (n = 29) and patients (n = 9). Observations of service delivery (n = 6). Data were analysed thematically.

Results

Four themes were identified: (1) delivering eye appointments; (2) clinic setting; (3) communication and engagement; and (4) future of diagnostic clinics. Patients were overwhelmingly positive about their experiences of the clinic, citing shorter appointment lengths and supportive, friendly technicians. Some patients found the clinic harder to reach than their local hospital, but noted this would not prevent future attendance. Technicians enjoyed working at the clinic and felt valued, whilst describing challenges in communicating with offsite clinicians and concerns about professional development. Staff and patients supported future use of services of this kind.

Conclusions

Patients and staff experienced this community-based eye clinic very positively. This, alongside the clinic’s impact on appointment delays, suggests that such clinics may be valuable in future. Services of this kind may be optimised and sustained in future by enhancing pre- and post-appointment patient communication, providing transport solutions, and strengthening technician career development.