Views from patients and the public

The consultation on the proposal to create a purpose-built centre in the King’s Cross area is now closed. Thank you to everyone that shared their views during this time. We have collected some extensive feedback which will feed into the future plans of Moorfields and also aid in improving patient experience now.

Through the consultation we have received feedback from approximately 3,000 people in a number of ways, including:

  • the consultation feedback survey
  • patient and public meetings
  • meetings with charities and organisations
  • drop-in stands at Moorfields on City Road
  • telephone calls, letters and email feedback

A full consultation outcome report will be published in October 2019 which will provide more detail of the feedback we have received during the 16 week consultation period. If you would like to sign up to receive a copy of this consultation report when it is published, you can request to do so by either emailing or calling 020 7521 4684.


How we involved people in our proposal

People have been involved in the proposed move for Moorfields since 2013. During 2013 we undertook a range of engagement activities with patients, the public and staff groups. The key findings from these preliminary activities were used to shape the options for a future eye care centre.

In late 2013, there was a 12-week consultation which asked patients, public and staff for their views on a proposed move of services from the City Road site to a new eye centre to be built in a preferred location in the King’s Cross/Euston area. People were also asked to rank and comment on a list of decision-making criteria.

There is a growing list of people who have let us know they want to stay informed and involved in the project. A core group of patient and public representatives – the Oriel Advisory Group – has been established to help us with this work.

We also assembled a group of patients and members of the public to take part in the most recent options review in April 2019. Read through in more detail our options appraisal process.

Download a report on how we have involved people and a detailed summary of our feedback as part of our pre-consultation work.

Main themes from feedback

The main themes of feedback:

  • Clinical quality
    The issue most highlighted as “very important” by people is high quality clinical expertise. In discussions, people suggest that this is the most important above all aspects of the proposal.
  • Accessibility
    Accessibility in terms of getting to the proposed new centre and interior design is often the first point raised in discussions. People have a range of needs for information, effective communications and practical support.
  • Patient experience
    People place a high value on empathy and understanding from staff, better facilities and comfort while they wait, shorter waiting times and better
  • Improvements for staff
    Most people view a proposed new centre as an opportunity to improve conditions for staff and to attract and retain best talent.
  • Research opportunities
    Many people also take a keen interest in the research aspect of the proposal and express positive views about the potential for more patients to be involved in clinical trials.
  • Improvements in service models
    The development of local care is raised at every face to face session leading to discussions about using the opportunity of a proposed new centre to improve care pathways and relationships across the whole eye care network.

A detailed report on the outcome of consultation is due for publication in October. If you would like a copy of the report, please send a request to be added to the Oriel mailing list to or contact the consultation team on 020 7521 4684.


Other feedback
Opportunities for information and support
People offered ideas on using space in a new centre to help people access wider support, including counselling services, possibly in collaboration with the voluntary sector.

Access to research
People were appreciative of the potential benefits of integrated eye care, research and education. They were keen to see faster translation from discovery and innovation to frontline care and for more patients to have access to clinical trials.

Support for staff
People showed a keen interest in how staff felt about the proposed move and how the proposal could support recruitment and retention.

Wider strategic view
Some people raised the need to embrace new technology and treatments with a potential shift towards more care for people at home and in primary care.

Community-based optometrists, social care and voluntary sector professionals who participated in discussions highlighted the benefits of closer relationships to ensure more “joined-up” care for patients.

People were also interested in what might happen to the City Road site if it were sold.

We will continue to offer the opportunity in the future for people to give us their thoughts on these and other aspects, should the proposal be approved to proceed to the next stage. Visit the get involved section of the website to find out how you can give your views.

Impact on equalities

We understand from listening to people that they are apprehensive about how any change would be managed with minimal disruption, smooth transition and continuity of service.

To make sure that we address these concerns we have considered how issues of equality affect service users in the proposed changes and are analysing these through an equality impact assessment (EIA).

The EIA process is designed to ensure that a project, policy or scheme does not discriminate against any disadvantaged or minority groups. As well as helping us to improve services, EIAs also help to ensure that we meet our responsibilities under the Equality Act and fulfil our public sector equality duty.

The EIA for the proposals to move Moorfields from its site on City Road to the St Pancras hospital site is being conducted in two parts, with the initial (desktop research) phase completed for the pre-consultation business case (PCBC), and the second stage conducted during the public consultation.

Recommendations to address the impact on equality will be included in the Decision-Making Business Case.

The initial phase EIA, conducted in January 2019, focused on:

  • How the services might impact on people with protected characteristics under the Equality Act 2010
  • How the CCGs and providers should ensure equality and fairness in terms of access to these services, and appropriate provision for all patients based on their clinical, personal, cultural and religious needs.
  • How the CCGs would work together with local providers and patients and carers to ensure a high quality of services that all patients can experience.

Read our initial assessment and give us your views on which equality impacts you feel we should be considering and how we can minimise any impacts.

As part of the April 2019 options appraisal, and using existing data sets, we re-examined which sections of the population might be most affected by the proposed changes. We focused on the CCG areas which are the closest to Moorfields and whose populations receive 45% of the care provided by Moorfields at City Road.

This analysis found that:

  • the relocation of Moorfields from City Road to the St Pancras Hospital site could result in more patients attending Moorfields from some areas such as Enfield and Newham
  • north east London CCGs had a high number of people with long-term limiting illness or disability that significantly hindered their ability to carry out normal daily activities, so had the potential to be disproportionately impacted by any change
  • north east London had a high prevalence of Black, Asian and minority ethnic (BAME) people for whom the impact of the co-morbidities on eye health could be higher, and therefore could have the potential to be disproportionately impacted by any change
  • in the Moorfields catchment area, Tower Hamlets was in the top 10% most income-deprived in England and five other north east London boroughs were in the top 20% most income-deprived. It was therefore likely that patients with conditions related to low incomes who attended Moorfields would most likely arise from these areas.

We will ensure that the people living in the areas we think will be most affected understand the implications of the proposed move. This will build on engagement activity already undertaken with people in particular groups and in north east London.


Two researchers discussing experiment results on a computer screen.
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