Optegra Birmingham Eye Hospital

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that patient were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them. 

At our last assessment we rated this key question good. At this assessment the rating has remained good. 

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Patients were treated with kindness, compassion and respect. Patients we spoke with were positive about the care they received and spoke highly of staff. Feedback provided by patients included comments such as, "Everyone from Reception right the way through to the surgeon was lovely and really made me feel at ease."

During our observations, we saw staff treat patients with dignity and respect. Staff took time to introduce themselves, explain procedures and provide reassurance where required. Interactions between staff and patients were caring, respectful and person centred.

We observed staff maintaining communication with patients throughout their care and treatment. In theatre, the surgeon and wider team continued to speak with the patient during the procedure, explaining what was happening and checking on their comfort and wellbeing. Staff demonstrated a good rapport with patients and supported them throughout their treatment journey.

Patients also recognised the support provided by staff outside of clinical interactions. For example, one family member thanked staff for their "efforts, support and understanding throughout this process" and for keeping them informed and updated.

Staff respected patients' privacy and dignity. Consultations and clinical discussions took place in appropriate environments, and information relating to patients' care was handled confidentially. Patients told us they felt listened to and valued by staff.

The service treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. Staff took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated patients as individuals and took account of their personal needs, preferences and circumstances when planning and delivering care. Staff recognised that patients had different needs and ensured care was adapted accordingly.

Patients told us staff took time to get to know them as individuals and did not make them feel rushed during consultations or treatment. Staff tailored discussions to the individual and ensured patients had the information and support they needed throughout their care journey.

During our inspection, we observed staff building positive relationships with patients and responding to their individual needs in a respectful and person-centred manner. Staff took time to listen, answer questions and provide reassurance. Interactions reflected a culture where patients were treated as individuals rather than as part of a standard pathway.

We reviewed 10 patient records and found care and treatment was tailored to patients' individual needs and circumstances. Records reflected patients' preferences, clinical needs and any additional support requirements.

Staff described how they supported patients with a range of individual needs. For example, staff told us they could provide a quiet room for patients who wished to pray or required a private space, helping to ensure care was responsive to patients' personal preferences and beliefs.

Patients told us they felt listened to and that staff considered what was important to them when discussing their care and treatment.

The service promoted patient’s independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were supported to exercise choice and have control over decisions relating to their care and treatment. Private patients were able to choose their consultant and were provided with information about the treatment options available to them.

Staff told us patients were supported to make decisions that reflected their individual circumstances and preferences. This included discussions about the benefits and limitations of different treatment options, as well as the financial options available. Patients were given time to consider the choices available to them before proceeding with treatment.

Patients were supported to maintain as much independence as possible throughout their care journey. Staff considered whether patients would require additional support following treatment and took this into account when planning care.

Patients told us they felt involved in decisions about their care and treatment and were supported to make choices that reflected their individual circumstances and preferences.

The staff listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service responded promptly to patients’ immediate needs and concerns. Patients were provided with information about who to contact if they required advice or support following treatment, including arrangements for accessing assistance outside of normal operating hours. Information on how to contact the service was also available on the provider's website.

Staff described clear processes for responding to patients whose condition deteriorated or who required urgent assessment. Patients contacting the service with concerns were assessed by an appropriately trained member of staff and escalated for further review where necessary.

The service had established referral and escalation arrangements for patients requiring specialist input or treatment beyond the scope of the service. Staff described effective working relationships with specialist providers and clear consultant-to-consultant referral processes to ensure patients received timely access to appropriate care when required.

The service took concerns and complaints seriously and investigated issues when they arose. We reviewed complaints and found leaders had undertaken detailed investigations, reviewed clinical records, obtained staff accounts where appropriate and identified learning when improvements were required. Actions included improvements to communication, appointment planning and escalation processes.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Leaders promoted a supportive and inclusive working environment. Staff told us managers were approachable, took time to listen and responded appropriately when concerns were raised.

Staff had regular opportunities to discuss their performance, wellbeing and development. Performance and development review compliance was 100% in June 2026 and July 2026. Staff spoke positively about opportunities to develop their skills and broaden their experience across different patient pathways.

The service recognised the importance of staff wellbeing. Staff described an open culture where they felt comfortable seeking support from managers and colleagues. Staff also spoke positively about the benefits available through the provider, including healthcare-related benefits and employee discount schemes.

Staff told us they felt valued and respected by leaders and colleagues. They felt able to contribute ideas and feedback and were encouraged to participate in the ongoing development of the service.