Understanding People’s Experiences of the Sight Support Service

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Summary of report content

In July and August 2019, Healthwatch York explored people’s experiences of the Eye Clinic Liaison Officer (ECLO) Service which offers practical and emotional support to people to help them manage their sight loss. They spoke to people living with sight loss, their family members or carers, staff from social services and staff from ophthalmology clinics across the three boroughs covered by York Teaching Hospital NHS Foundation Trust. They found that patients, carers and staff strongly supported the view that the ECLO service offers vital and invaluable support to staff and patients. Healthwatch York proposed four recommendations from the feedback they received. This included improving access to the ECLO service, ensuring appropriate service funding was available, looking into differences in accessibility between those living in different local authorities and promotion of joint working between statutory and third sector services to support people living with sight loss, their carers and family members.

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General details

Report title 
Understanding People’s Experiences of the Sight Support Service
Local Healthwatch 
Healthwatch York
Date of publication 
Monday, 30 September, 2019
Date evidence capture began 
Monday, 1 July, 2019
Date evidence capture finished 
Friday, 30 August, 2019
Type of report 
Key themes 
Booking appointments
Continuity of care
Cost of services
Health protection
Information providing
Quality of care
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Voluntary and Community Sector
If this work has been done in partnership, who is the partner? 
The Royal National Institute for the Blind and MySight York
Primary research method used 
Engagement event
Unstructured Interview
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

Secondary care services 

Details about conditions and diseases

Conditions or diseases 
Eye conditions

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? 
Types of health and care professionals engaged 
All care professionals
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? 
Is there evidence of impact external to the report? 

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.