Patient experience team

Patient engagement and experience is about putting patients, carers and the public at the heart of what Moorfields does. We endeavour to do this by taking note of what you tell us and responding to it in a constructive way. We believe that people have a right to be heard and their experiences and suggestions acted upon, and we do this by listening, involving and responding.

Patients and carers are an integral partner in us achieving our vision and ambition for excellence in everything we do. Moorfields wants to work with patients as partners in discovering, developing and delivering the best eye care. We would like to expand our pool of patients who want to help us make our services more effective and responsive to patient needs. If you’d like to get involved, please email us at moorfields.contactpatientexperience@nhs.net

We’ll then get in touch to find out which activities and services you’re most interested in.

Patient experience framework

In 2024, we published the Moorfields Eye Hospital NHS Trust Patient Experience Framework 2024-2028. At the heart of the framework are our five patient experience principles, co-created by staff and patients. These principles remind staff to 'see the whole person' and symbolise our commitment to delivering the best care. Our framework draws together these principles with our trust's values of excellence, equity, and kindness. The framework includes our three key objectives, underpinned by the 'See the whole person principles':

1. Involve staff and patients to shape the care we provide and ensure we are making a positive difference

2. Develop belief, skills and confidence in our staff to deliver 'See the whole person'

3. Consistently reflect, learn and be innovative in our approach to patient experience

How we support patients

Listening: We run the Friends and Family Test across the trust, as well as several more detailed patient surveys, so that all patients can comment on the care they receive. We also collect information from our PALS (patient advice and liaison service) enquiries, complaints and from comments left on social media sites such as Twitter and NHS Choices.

Involving: We invite our patients and staff to focus groups and patient panels, allowing us to understand some of the issues facing the trust, and work together to find solutions. In the coming year we have a number of initiatives that will involve patients in visiting, observing and suggesting changes to running services, as well as raising the patient’s voice through the promotion of patient stories and participation in some of the key decision making bodies in the trust.

Responding: We try to communicate what our patients and their carers tell us, communicating  what we are doing about it and being honest where we face limitations in meeting some of those challenges.

Patient and Public Engagement Groups

At Moorfields we invite patients, their families, and carers to share their experiences and views about the care we provide and ensure patient and public views are represented.

Listening to your experiences as part of a group provides a platform for your voice to be heard. We want to hear what is working well, listen to your ideas & insights, and understand where we can make improvements to your healthcare experience.  

We are keen to hear from a diverse patient population with a variety of experiences.

Across the trust we have a number of existing patient forums and user groups. We also hold a quarterly trustwide Patient Participant and Engagement committee which meets online four times per year. For details on any of these sessions please contact the patient experience team at moorfields.contactpatientexperience@nhs.net