Changes to the Community Urgent Eyecare Service (CUES) in Leeds
We asked people about their experiences of changes to accessing urgent eyecare services that took place in Leeds from Friday 1 November 2024.
Brief description of the project
The CUES service in Leeds has been providing rapid access to assessments for eye problems since August 2020. Originally designed to treat urgent symptoms only, over time many people with non-urgent symptoms have been using the service.
From 1 November 2024, everyone accessing the service needs to ring a single telephone number and be referred to the right place to deal with their issue. The change also follows a recent upgrade to the national standard clinical specification for Community Minor and Urgent Eye Care Services. It also takes into account wider pressures affecting the NHS, with the ICB in Leeds facing considerable financial challenges.
The existing contract for the CUES service in Leeds ends on 31 March 2025 and a new contract will begin from 1 April 2025. Feedback from people using the CUES service from 1 November onwards will help inform the new contract. The main aim is to develop and improve the care people with urgent eyecare issues in Leeds receive.
Who did we speak to?
The number of responses to the survey was disappointing, receiving only 26 responses altogether. However, throughout the change process, the service provider, PES, continued to collect feedback from people using the service through Patient Reported Outcome Measures (PROMs).
Their report for November and December 2024 shows that 222 people provided feedback about their experiences of using the service, with 12 (5%) saying that they would not recommend the service, and 210 (95%) saying that they would.
What did people tell us?
People provided mixed reports about using the CUES service from 1 November. While some people reported finding the service helpful, others felt there were long wait times, issues relating to where appointments were being offered, and a complicated referral process that many felt could be streamlined. Although the number of people filling out the survey was low, those people who did respond provided detailed information about their experiences which will help the provider improve the service.
What happens next?
The feedback received from the survey will go towards shaping, and making improvements to, the service from April 2025 onwards. An engagement report outlining what people told us will contribute to these plans, and will be shared with those who took part and requested a copy. A copy is also available below.
How can you help?
We can’t improve local services without your help. You can help us by sharing the number for CUES with friends and family – 0300 303 4922.
Get in touch
If you have any questions about the survey, you can email Caroline at [email protected]
Resources
For more information about the CUES service, you can visit the Primary Eyecare Services Ltd. website, who are the lead provider of CUES services in Leeds.
Community Urgent Eyecare Services (CUES) review – Involvement plan (Word version)
Community Urgent Eyecare Services (CUES) review – Involvement plan (152KB)
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