New Report Reveals Mixed Patient Experiences at the Royal Eye Infirmary
The engagement, carried out by Healthwatch Plymouth between May and July 2025, follows a series of improvements introduced after the REI moved to its new purpose-built site at the International Business Park. The report examines whether those changes have positively affected the patient journey and whether further improvements are needed.
CLICK HERE TO DOWNLOAD THE FULL REPORT
Key Findings
Feedback from patients and relatives revealed several consistent themes:
Quality of Care – Staff and consultants were widely praised as helpful, caring and professional. Many patients described their interactions as excellent.
Accessibility and Experience for Visually Impaired Patients – People with sight loss, visual impairments, or additional vulnerabilities reported significant challenges throughout their visit. These ranged from navigating the building and reading signs to hearing their name called or understanding where to go next.
Travel and Parking – Many patients continued to struggle with travel to the REI due to limited bus services, high taxi costs, and a lack of disabled parking spaces. Concerns were also raised about parking fees and uncertainty over appointment duration.
Long and Uncertain Waits – Prolonged waits without updates created anxiety, especially for patients who worried about overstaying parking or missing their name being called.
Letters and Communication – While many found appointment letters clear, others experienced delays, missed correspondence or unanswered phone calls. Some visually impaired patients were unable to read letters independently and relied on relatives for support.
Dr Kevin Dixon, Chair of Healthwatch in Devon, Plymouth & Torbay, said:
“Our role is to ensure that services work for everyone, including people who rely on clear communication, good accessibility and an environment that meets their needs.
“This report shows that although many patients are positive about the care they receive, people with sight loss or additional vulnerabilities can face avoidable barriers at almost every stage of their visit. From navigating the building to arranging transport, these challenges can have a real impact on people’s confidence and comfort.
“We welcome UHP’s commitment to these findings and look forward to working with them to make the REI experience more accessible, inclusive and person-centred.”
What Happens Next
The report has been shared with University Hospitals Plymouth NHS Trust, who have provided a detailed response. The Trust has committed to:
- reviewing all patient letters, appointment information and the REI website for accuracy and accessibility
- improving responsiveness of telephone communications, including exploring options for enhanced call-handling systems
- reassessing the 10-minute check-in window to ensure it does not disadvantage those dependent on public transport
- increasing volunteer support at reception points and within waiting areas
- working with local sight loss groups to improve signage, contrast, lighting and wayfinding
- exploring staff training to increase awareness of how visually impaired patients navigate and experience the REI
These actions build on earlier improvements made since 2024, including better signage, a pedestrian crossing and a bus route directly serving the building.
If you have concerns about your appointments, transport or communication needs, you can contact the REI directly on 01752 431648. If you would like support with travelling to your appointment or understanding whether you are eligible for additional accessibility options (including the free orange bus pass wallet for people with sight loss), visit www.nhs.uk or contact your local support organisation.
