Review of services for people with visual impairment in Havering

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Summary of report content

Healthwatch Havering conducted a thorough review of eye services in response to concerns expressed by residents, professional staff and voluntary organisations about the service model, the facilities, the level of support and the disjointed processes that service users experience. The review found that the number of organisations involved in this chain of care contributed to the inability for care pathways to be described clearly. This may result in residents who are blind or partially sighted being without the physical and health and wellbeing support they require. Healthwatch Havering conclude that unless there is a more comprehensive understanding of the individual parts of the entire process of care needed in eye services and how they are interconnected, organisations will only be able to address the symptoms of an inadequate service model. The report makes 18 recommendations to a number of organisations who are involved in the care pathway including the Clinical Commissioning Group, the Barking Havering and Redbridge University Trust, the London Borough of Havering and Moorfields Eye Hospital. The report makes note of the commitment shown by organisations to address this problem however, there are no responses to the recommendations from these organisations contained within the report.

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General details

Report title 
Review of services for people with visual impairment in Havering
Local Healthwatch 
Healthwatch Havering
Date of publication 
Thursday, 14 June, 2018
Date evidence capture began 
Thursday, 14 June, 2018
Date evidence capture finished 
Thursday, 14 June, 2018
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Consent to care and treatment
Continuity of care
Digitalisation of services
Health inequalities
Health promotion
Health protection
Holistic support
Information providing
Integration of services
Lifestyle and wellbeing
Patient records
Quality of appointment
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Diagnostic and/or screening service - single handed sessional providers
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Counselling/improving access to psychological therapies (IAPT)
Social care services 
Adult social care
Assisted living
Community services 

Details about conditions and diseases

Conditions or diseases 
Eye conditions
Types of disabilities 
Vision impairment
Types of long term conditions 
Blindness or severe visual impairment
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.