The Royal Surrey’s eye clinic experienced significant growth over a very short period of time. This meant that far more patients were passing through it every day than the unit had been designed for. Jane Shipp, Healthwatch Surrey said: “We were getting feedback from patients that while they were happy with the clinical care they were receiving, the experience was not great. They wanted a better environment to wait in and improved processes to enhance the overall experience.”
By the time the CQC visited in October 2013 for an in depth inspection, plans were underway to expand the unit converting an unused courtyard to creat a light and spacious new waiting area, dedicated vision lanes and additional consulting rooms. Lucy Clements, Head of Operations and Performance for Surgery and Oncology said: “The rebuild saw the hospital invest £1.6m in creating a wonderful new space for our patients to receive their care. Importantly, we also invested a lot of time to ensure that the design was based on the patient’s journey through the clinic and where there were processes that could be simplified or improved we did that too.”
“I’ve visited the unit many times before and I was delighted to see such a noticeable change for patients. I’ve really enjoyed meeting some of the staff and hearing about how these changes are having such a positive impact on the patient experience they are able to deliver” said Anne Milton.
Work to refurbish the new clinic started in September 2014 and the hospital continued to treat patients throughout the £1.6m build which was completed on time and within budget. The refurbishment includes dedicated, purpose built vision lanes and improved treatment areas designed around patient flow. Our dedicated team of 18 staff deliver the highest standards of care with clinics running 8am-6pm Monday to Friday with additional on Saturday mornings. We’re now able to see 150 patients in each clinic as a result of the new waiting area and treatment and consulting rooms.
Miss Anne Gilvarry, Clinical Director and Consultant Ophthalmologist added: “While there has never been any question around the quality of care in the eye clinic, the issues that we have had, have been mainly centered around patient experience. The new eye clinic has really improved this creating a lovely environment for both patients and staff. I would like to thank both our patients and our staff for their patience understanding whilst we undertook this necessary work.”