18 Jul 2024

Public perceptions research 2024

Our public perceptions research looks at the public’s views and experiences of using eye care services. The research was carried out by DJS Research, interviewing a representative sample of 2,035 people in the UK between 17 January and 8 February 2024.

Main findings

Public satisfaction is high overall

92 per cent of respondents satisfied with the optometrist who carried out the sight test/ eye examination, and 88 per cent were satisfied with their overall visit. However, patients from an ethnic minority background were less satisfied than white participants (84% vs 91%) as were those with a disability (82% vs 89% of those without a disability). The most vulnerable patients experience significantly worse outcomes. Only 63% of patients with four or more ‘markers of vulnerability’ had their sight tested in the last two years compared to 82% with none. Similarly, 77% of patients with four or more markers of vulnerability were satisfied with their overall visit compared to 94% with none.

Progress on people going to an opticians/optometrist practice for an eye problem instead of GPs and hospitals has stalled

33 per cent of respondents stated they would go to an opticians/optometrist, compared to 36 per cent in 2023. However, this figure remains ahead of a GP practice/surgery (30%). Young people aged 16-24 (14%) and ethnic minorities (14%) are more likely to turn to an eye hospital. Those in England are less likely to turn to an opticians/optometrist practice first when compared to all other nations. Those in Wales (43%), Scotland (44%), and Northern Ireland (41%) are more likely than those in England (31%) to say they would go to an opticians/optometrist practice first if they had an eye problem.

Consumers are more active

31 per cent of respondents shopping around before selecting which opticians/optometrist practice to go to, significantly higher than in 2023 (21%). Of those who purchased glasses following their sight test/eye examination, the majority (78%) purchased them from the opticians/optometrist practice where they had their sight test/eye examination, but this was down from 85% in 2023. More consumers are turning to supermarkets, high street stores, or the internet for glasses (14% compared to 5% in 2023), particularly amongst those aged 16-44.