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

Abstract 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.