Working together to improve experiences for blind and partially sighted people at North Bristol NHS Trust
West of England Sight Loss Council (SLC) and North Bristol NHS Trust (NBT) are proud to share the results of a recent joint audit exploring the experiences of blind and partially sighted people using hospital services. This forms part of a five-year partnership working to improve accessibility and support for blind and partially sighted people.
The audit was developed in accessible formats and gathered feedback from 32 people who attended services at Southmead Hospital and Cossham Hospital. Participants shared their experiences of attending a wide range of clinics and departments, helping to identify what is working well and where further progress is needed.
The findings highlight real progress in key areas. Patients praised the support they received on arrival at the hospital, especially from the Move Maker volunteers, who were described as helpful and welcoming. There was also some encouraging feedback about the growing use of appointment reminders by text and email, which is more accessible than letters for some of our patients. It’s great that digital communication can provide these different formats.
The audit also highlighted some areas where further work is needed such as increasing awareness of available support, ensuring that patient needs are recorded and acted upon across the hospital journey, as well as continuing to improve awareness amongst hospital staff of how best to support patients with visual impairment. We also recognise the importance of working to ensure our digital communication methods are also accessible.
What Partners and Volunteers Say About the Findings
Heather Armstrong, West of England Sight Loss Council member said:
“Working with NBT for the last five years has been exciting and very productive. The power of such a partnership between a healthcare trust and those with lived experience of sight loss has been clearly demonstrated by the audit results showing improved experiences of blind and partially sighted people attending the hospital.
“Our SLC is now a key partner involved in developments providing accessible information, support and digital accessibility. There is still much to do and the audit has pointed to priorities. The established partnership of mutual respect and trust will enable these priorities to be achieved over the coming months.”
Emily Ayling, Head of Patient Experience at North Bristol NHS Trust, said:
“We are really encouraged to hear that the support provided by our volunteers and digital systems is making a difference. This feedback shows where changes have improved the experience for patients, and it helps us to focus our energy where it is most needed.
“We’re committed to learning from this audit and continuing to improve.”
Professor Steve Hams, Group Chief Nursing and Innovation Officer, Bristol NHS Group, added:
“Listening to our patients is at the heart of how we improve. This audit has helped us understand what is working well and given us the tools to continue strengthening our support for people who are blind and partially sighted.
“I’m proud of the steps we’ve taken so far, our commitment to inclusive care is strong and we are proud to work alongside the West of England Sight Loss Council to make a lasting difference together.”
Ongoing Commitment to Inclusive Healthcare
The audit also demonstrates the value of long-term collaboration. With support from Thomas Pocklington Trust, SLC volunteers have worked alongside staff at NBT to increase awareness, promote accessibility and shape improvements in everything from signage to communication formats.
Both organisations are committed to continuing this work, with plans to follow up the audit in three years to track further progress.
For further information or to request a copy of the full report, please contact NBTCommunications@nbt.nhs.uk
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Publication date: 27 January 2026