Supporting patients at the Health Information Hub
25th July, 2024
The Hub, at Moorfields City Road, helps hundreds of visitors a month access the right information and support.
Almost everyone who visits Moorfields Eye Hospital at City Road walks past the Health Information Hub – a welcoming space near the main entrance that provides information and support for patients and carers. The Hub has a wealth of accessible, non-medical, Moorfields-approved information about eye health, eye conditions, and accessing services, but it also has a quiet corner with a sofa for patients who need a sit down and a quiet chat.
There are no appointments at the Hub – instead patients, or their families and carers, can stop by any time. “Being a drop-in service means that we have the freedom to give as much time as visitors need,” says Sabina Uddin, an Eye Clinic Liaison Officer (ECLO) and registered nurse who manages the Hub. “Many patients just want to ask a quick question, but sometimes an individual needs more than that – if they’ve just had bad news or a new diagnosis, it can be hard to take it all in during their appointment. They might need a sit down, some time to fully absorb what they’ve learned, and a chance to chat through everything.”
Sabina and her colleague Julia Muraszczuk – an ECLO who also has years of experience in optometry – support hundreds of visitors a month, with the help of a team of specially trained volunteers. Enquiries at the Hub cover the whole range of questions patients have about their eyes, their care and their lives, but the most popular requests are for information about specific eye conditions, help figuring out what benefits and services are available, and guidance in using assistive technology. The average visit to the Hub lasts 15.2 minutes, but individual visits can range from under five minutes for people who just want a leaflet or two, to over an hour for those who want more specific and detailed help and advice.
The Hub’s volunteers also play an important role. Paul, who has volunteered with us since 2013, works at the Hub one day a week. “People coming here are often worried about their sight, or dealing with a new sight problem,” he says. “I’ve lived with a visual impairment all my life, so I’m able to encourage people and to reassure them based on my own experiences. I regard that as a vital part of my role at the Hub.”
When they’re not supporting patients directly, the Hub team contribute to steering groups working on accessible patient information, speak to new staff at Moorfields about how the Hub can help them to support patients, and network with other eye health charities and organisations to keep up to date with developments in eye care, technology and services.
The team also connect regularly with colleagues around the hospital, keeping them updated on services at the Hub so that they can help ensure that patients who might need those services are aware of them. The Low Vision Assessment clinic, part of the hospital’s optometry services, often sends patients to the Hub so that they can spend as much time as they need learning about assistive technology.
“The LVA team are fantastic, but they need to stick to their appointment timings,” says Julia. “So once they’ve explained to a patient what technology is available to them, we can offer a complementary service – patients can come here and explore the solutions that suit their needs in a relaxed environment, with no time pressure.”
The team have access to assistive technology like digital magnifiers and adapted clocks and watches, as well as a range of apps that can make life easier for visually impaired people. They can demonstrate these to visitors, as well as referring them to get further help if needed.
The Hub can support visually impaired patients in a number of ways, but visitors don’t need to have sight loss to use the service. The team have plenty of resources for patients with a variety of eye conditions, including patients who might experience sight loss in the future. Anyone who has a question related to eye health, including family members and carers, is welcome.
“It’s great to see people arrive at the Hub worried or uncertain, and see them leave feeling empowered and encouraged,” says Sabina. “The support we offer can really maximise patients’ independence.”