Lived experience research: exploring patients and non-patients accessing and using eye care services

Our new qualitative research – known as ‘lived experience’ research – sought feedback from vulnerable groups of patients to examine inequalities in access and experiences of eye care services. 

Carried out by Explain Market Research, the research includes 38 in-depth interviews with patients and non-patients (who had not had a sight test in the past two years). All had at least one ‘vulnerability’ such as having a disability, a low annual household income or going through a difficult life circumstance. 

Main findings

Challenges to accessing eye care services

There are some challenges that people with vulnerabilities face when accessing eye care services, including:

• Low importance of maintaining eye health

• High tolerance for, and self-management of, symptoms related to sight or eye health

• Psychological barriers

• Cost-related barriers and pressure to buy

Specific needs can influence satisfaction levels

Participants also discussed having specific needs that influenced their sense of satisfaction with their experiences of having a sight test/eye examination, including:  

• The need to recognise and cater for hidden vulnerabilities and concerns

• The need to feel a ‘thorough job’ has been done

• The need for an empathetic approach

• The need for continuity of care

• The need for transparency on costs and less pressure to buy