Vulnerable patients less satisfied by eye care services, GOC finds

Vulnerable patients are less likely to report being satisfied with eye care services than the general population, the General Optical Council (GOC) has found.

This is despite a generally high level of satisfaction with optical services.

Nearly nine in 10 respondents to the GOC’s Public Perceptions survey (87%) said that they were satisfied with their overall experience of visiting an optometry practice, whilst 93% were confident that they would receive a high standard of care during their visit.

However, almost one in five (19%) patients with disabilities said that something had gone wrong with their service or care during a visit to an optometry practice.

Nearly a quarter of carers (23%) and 19% of those on low household incomes (classed as below £20,000) also reported that something had gone wrong during a practice visit.

The findings have raised concerns that those with vulnerabilities might be less likely to attend regular eye examinations, potentially leading to poorer health outcomes.

Steve Brooker, director of regulatory strategy at the GOC, said: “Tackling inequalities is a priority for all health systems in the UK, so it’s concerning that our survey continues to show some groups in society are less satisfied with their visit to the opticians.

“We recently strengthened our Standards of Practice and we’ll shortly be consulting on guidance to support professionals when caring for people in vulnerable circumstances.”

Across the survey, 22% of people said that the cost of glasses or contact lenses was the main reason why they might feel uncomfortable visiting a practice. 17% said that the cost of an eye examination was likely to make them feel uncomfortable.

The survey noted that 36% of people would turn to an optometry practice or an optician with an eye problem in the first instance.

However, the level of confidence varies across the four nations of the UK. In both Scotland and Wales, over half of respondents (53%) would consult an optometrist first, whilst in Northern Ireland, 44% would choose this route. In England, the number was just 33%.

Brooker said: “When it comes to eye care, our survey shows that Government can make the shift from hospital to community-based care set out in its 10-Year Health Plan knowing that the public trust optical professionals and are satisfied with the care they receive.”

However, Brooker noted that “making the shift requires raising awareness that an optical practice does more than test sight and sell eyewear.”

“Persuading people to turn to an optical practice first when they have an eye problem, rather than visit a GP or hospital, is particularly urgent in England, which lags behind the other UK health systems on this measure,” Brooker said.

He added: “Making sure everyone can access safe and effective eye care must be a key focus for the sector, so we strongly encourage employers, professional and representative bodies and others to work in partnership with us to address inequalities of access and experience in eye care.”

Read the full Public Perceptions survey here.

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Public perceptions research and an evaluation of the 2022–2024 CPD cycle were presented at the latest meeting of the optical regulator