The introduction of a patient support service: What difference has it made to staff and patients?

A service offering emotional support, advice, and information to patients attending a busy eye department was established and evaluated after 1 year. Both quantitative and qualitative feedbacks were collected on the service. Demographic data, referral patterns, and service usage statistics were routinely collected. The content of the patient consultations was analysed for common themes. Interviews and focus groups were conducted with both staff and patients. The response to the new service was overwhelmingly positive with over 700 enquiries in the first year, and high satisfaction was recorded from both patients and staff. Patients expressed their concerns as loss of skills, loss of independence, and fear of the future. They appreciated that someone had time to listen to them and provide information at the time they needed it most.