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Raising a Concern around the EHEW Service

Raising a Concern around the EHEW Service

Reporting form for difficulties getting an appointment in an optometry (opticians) practice for an eye problem that needs urgent attention.

In Wales, there is an eye care service for patients who have an eye problem that they think needs urgent attention. This service is available across Wales by visiting or telephoning an optometry (opticians) practice and stating the problem you are having with your eye or eyes.

At other times a healthcare professional(typically GP or Pharmacist) may feel there is an urgent need for an eye assessment.

Normally, the following must apply to access the service:

There is acute need – typically a change in vision, the eye is uncomfortable or painful or there is a change in the appearance of the eye - which is of recent onset.

The optometry (opticians) practice should make sure the following occurs:

  1. The patient will be able to access the appointment within 24 hours of request;

  2. It is preferable for a patient to attend the Optometrist who they are familiar with, but if no appointment is available in an appropriate time scale it is expected that the first practice contacted will find an appointment for the patient elsewhere.

  3. There will be no financial charge for the patient for examination.


If you (as a patient, or another health professional) feel there has been difficulty in accessing the service and the above expectations have not been met please provide as much information as possible in the questions following.  We request this to target our support for the service, for the benefit of future patients.  The information is sent to the Health Board which has oversight of the service.

Thank you.