Using the power of patient experiences to redesign ophthalmology services

Nene Obibi-Mordi, Project Lead for NHS England and Improvement’s EyesWise 100 Voices campaign, shares her thoughts on the importance of collecting and using patient experiences when developing hospital eye services.

EyesWise is an NHS project that aims to save sight and improve lives. Since April 2018, work has been underway with hospital eye services across England to streamline and speed up outpatient treatment for patients at highest risk of sight loss. As part of EyesWise, the 100 Voices campaign has gathered stories from patients, carers and staff to find out what it feels like to use those services.

The stories, which show the need for transformation of hospital eye services, can be viewed on NHS England and NHS Improvement channels, including YouTube, the website and the Elective Care Transformation Community of Practice.

The stories have been provided by patients across England with a range of different eye conditions, who have all had different experiences, levels of patient engagement and continuity of care. Some of these patients have managed their condition since childhood.

One patient says: “the actual treatment I am receiving is excellent and I have nothing but praise for the consultants, doctors, nurses and eye scanning staff.  However, the local hospital ophthalmology appointments system is creaking so badly that if the trend continues it is obvious that even present levels of service cannot be sustained.” Another patient said “I have recently required surgery and the whole process has been managed really efficiently and quickly including communications from the administrative team.  The whole team provide a level of service that instils confidence in the treatment being received.”

A letter has been sent to trusts, CCGs and hospital eye services asking them to ensure the experience of patients is used in the redesign of their hospital eye services. We believe these stories provide real insight into patients’ experiences which enable providers to address specific issues in their service, if any, and give those who are making real progress the chance to celebrate their success. It also presents an opportunity to work with some of the patients who have shared their stories.

100 Voices has the enthusiastic support of several national charities including the Royal National Institute for Blind People, the Macular Society and the International Glaucoma Association which form part of the 100 Voices stakeholder steering group.

We would like to thank everyone involved for making these stories accessible and extend our very best wishes for your continuing work on transforming services, improving the quality of care for patients, patient experience and operational efficiency.

The EyesWise Hub on the Elective Care Community of Practice has examples of excellent eye services, failsafe prioritisation models, case studies, and other resources developed during our High Impact Intervention programme. To sign up please email

Nene Obibi-Mordi

Nene Obibi-Mordi, RGN, is workstream lead for the EyesWise – 100 Voices Campaign, part of the Elective Care Transformation Programme. Nene has years of practical experience of personalised care and system leadership, working in integrated teams across health and social care systems.

Nene’s passion for improved health outcomes in the community is well established and includes organising and executing medical missions for diabetes and high blood pressure in underserved communities in Africa; regular participation in Race For Life Cancer Research UK, and going bald for Meningitis UK, as a Meningitis survivor.

Today, she pioneers as a creative writer and a social blogger writing on health improvement, life encounters, fitness and wellbeing. PRINCE2 certified, experienced in coaching and facilitating local health teams to enact change which impact on patient experience and outcomes. She is a well-honed public speaker, skilled in Change Management, Clinical Operations and a registered Nurse.

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