Virtual Eye Clinics in Shopping Centers: A Solution to NHS Appointment Delays

In an innovative approach to healthcare delivery, virtual eye clinics established in shopping centers have demonstrated significant potential in alleviating waiting times for routine eye appointments, as indicated by a groundbreaking study led by University College London (UCL). The research, published in the journal BMJ Open in July 2025, evaluated the impact of a community-based 'pop-up' eye clinic set up in Brent Cross shopping center in north London during the COVID-19 pandemic. The study analyzed data from 69,257 appointments attended by 39,357 patients with stable glaucoma and medical retinal conditions across the Moorfields Eye Hospital network from June 2018 to April 2023.

Historically, the COVID-19 pandemic severely disrupted healthcare services, leading to a dramatic increase in waiting times for NHS ophthalmology appointments. By March 2023, more than 628,000 individuals in England were awaiting appointments, with over 27,000 patients experiencing delays of one year or longer, according to data from the Association of Optometrists.

The introduction of the virtual eye clinic in September 2021 has shown promising outcomes. The research revealed that patients attending appointments at the clinic experienced a reduction in expected delays, averaging a decrease of 8.1 days per week for the first five months of operation. For instance, while patients at Moorfields Eye Hospital were initially facing an average wait of six months in November 2021, this dropped to just two months by April 2022, following the clinic's launch.

Dr. Siyabonga Ndwandwe, lead author of the study and a researcher at UCL's Department of Primary Care and Population Health, emphasized the significance of these findings, stating, "Our findings suggest that community-based, technician-led virtual review clinics could play a significant role in reducing wait times for patients with stable chronic eye conditions. This is especially relevant given current NHS challenges, including chronic workforce shortages among eye specialists and limited hospital capacity."

The virtual clinic model involved training technicians, with no prior healthcare experience, to perform routine scans that were subsequently reviewed by clinicians. This approach allowed for the optimal use of specialist time, prioritizing urgent and complex cases while addressing the backlog caused by the pandemic. Notably, previous studies have suggested that such virtual clinics can effectively reduce outpatient appointment waits, but this research is the first to quantify the impact on ophthalmology delays specifically influenced by pandemic-related service innovations.

The results of this study hold significant implications for the future of healthcare delivery. With the NHS facing ongoing challenges in managing patient backlogs, the scalable model presented by the virtual clinic may offer a viable solution to improve access and efficiency across the system. As the UK government pushes for reforms aimed at transitioning care from hospitals into community settings, the success of these virtual clinics aligns with the broader vision to enhance public health services.

However, the study is not without limitations. It lacked an external control group for comparison against national or regional trends, and its focus on glaucoma and medical retina patients may understate the overall contribution to reducing ophthalmic appointment delays across the network. Nonetheless, the findings provide a compelling argument for the adoption of similar initiatives across the NHS.

As the healthcare sector continues to navigate the post-pandemic landscape, the adoption of innovative solutions like virtual eye clinics may prove crucial in addressing not only the immediate backlog of appointments but also in shaping the future of patient care in the UK. The successful implementation of such models could pave the way for further advancements in community healthcare, ensuring that all patients receive timely and efficient treatment.

In conclusion, the establishment of virtual eye clinics in shopping centers represents a significant advancement in healthcare delivery, offering practical solutions to longstanding challenges within the NHS. The findings of this study underscore the potential for innovation in healthcare services, particularly in addressing the pressing issue of appointment delays. Moving forward, the integration of such models could play a transformative role in how the NHS operates, ultimately benefiting patients across the country.