Vulnerable patients less likely to be happy with eye care services, despite high public satisfaction

General Optical Council  8 July 2025

Vulnerable patients less likely to be happy with eye care services, despite high public satisfaction

New research from the General Optical Council (GOC) has found high public satisfaction with eye care services. 87 per cent of research respondents were satisfied with their overall experience at an opticians/optometrist practice.

93 per cent of respondents are confident in receiving a high standard of care from an opticians/optometrist practice. This figure remains higher than dental practices (80 per cent), pharmacies (86 per cent), and GP practices (78 per cent).

However, a positive experience isn’t the case for everyone. The research shows that some of the most vulnerable in our society are less likely to have received a sight test in the last two years or were less satisfied with their experience, which could ultimately lead to poorer overall health outcomes. Respondents less satisfied with their overall experience includes those from an ethnic minority background, with a disability, carers and low household income earners.

More people would turn to an opticians/optometrist practice for eye problems in the first instance (36 per cent), compared to a GP (27 per cent), pharmacy (14 per cent) or eye hospital (9 per cent). However, this figure is far higher in Scotland (53 per cent), Wales (53 per cent) and Northern Ireland (44 per cent) than in England (33 per cent).

The cost of glasses/contact lenses (22 per cent) and sight test/eye examinations (17 per cent) continue to be the main reasons why some feel uncomfortable visiting an opticians/optometrist practice.

Those with a disability are more likely than average to say that something went wrong with their service or care (19 per cent), as are carers (23 per cent), and those with a household income of less than £20,000 (19 per cent).

Steve Brooker, Director of Regulatory Strategy, said: “When it comes to eye care, our survey shows that Government can make the shift from hospital to community-based care set out in its 10 Year Health Plan knowing that the public trust optical professionals and are satisfied with the care they receive.

Making the shift requires raising awareness that an optical practice does more than test sight and sell eyewear. Persuading people to turn to an optical practice first when they have an eye problem, rather than visit a GP or hospital, is particularly urgent in England which lags behind the other UK health systems on this measure.

Tackling inequalities is a priority for all health systems in the UK, so it’s concerning that our survey continues to show some groups in society are less satisfied with their visit to the opticians. We recently strengthened our standards of practice and we’ll shortly be consulting on guidance to support professionals when caring for people in vulnerable circumstances. Making sure everyone can access safe and effective eye care must be a key focus for the sector, so we strongly encourage employers, professional and representative bodies and others to work in partnership with us to address inequalities of access and experience in eye care.”

View the full research report and infographics.