The experiences of blind and partially sighted users of the NHS: Making the delivery of care more inclusive and effective

Patient satisfaction is now an integral part of measuring health care quality. The UK Government's NHS reform plan (2000) promises the delivery of services tailored to individual patient needs-that is, patient-led health care. In addition, the Disability Discrimination Act now requires providers of services to make reasonable adjustments in their provision of services in order to facilitate access for all users of these facilities. In 2003 Guide Dogs undertook a survey of approximately 800+ blind and partially sighted people to identify their experiences in the use of NHS facilities. The purpose of the survey was broadly to determine the extent to which 'reasonable adjustments' would need to be made within the health establishment to effectively address the needs of visually impaired patients and to ensure that delivery of care was indeed patient-led. The results of the survey highlight the main areas of work which must be undertaken by health facilities (primary and other care providers) to make their services more inclusive and accessible; as well as the role patients themselves will have to play in ensuring that the patient journey increasingly becomes a less stressful experience.