FOI 2025/1489

I am writing to request information under the Freedom of Information Act 2000 regarding the Single Point of Access (SPA) implemented in Manchester, specifically for ophthalmology services.

Please provide the following information from the date of SPA implementation to the most recent month available, relating only to ophthalmology:

1. Patient contact and pathway allocation

1. The total number of ophthalmology patients who contacted the SPA by month.

1. The number who were accepted onto the SPA pathway.

1. The number who were redirected to another pathway, such as:

1. Urgent ophthalmology
2. Emergency eye services
3. Alternative referral routes
4. Other pathways (please specify if coded)

1. Where available, the categories or reasons recorded for redirection.

2. SPA communication journey (ophthalmology only)

For each of the three communication stages, please provide the following:

1. Stage 1 communication

1. Number of patients sent the communication by type
2. Open rate (number of patients who opened the communication)
3. Number who clicked the link
4. Number who made a choice/action

1. Stage 2 communication

1. Number of patients sent the communication by type
2. Open rate
3. Number who clicked the link
4. Number who made a choice/action

1. Stage 3 communication

1. Number of patients sent the communication by type
2. Open rate
3. Number who clicked the link
4. Number who made a choice/action

Clarification Request Sent 3 December 2025:

I write in response to your Freedom of Information request, which was received by NHS Greater Manchester yesterday, regarding Opthamology Services Single Point of Access (SPA) implemented in Manchester.

I would like to explain that NHS Greater Manchester, consists of the 10 Greater Manchester Localities; Bolton, Bury, Heywood, Middleton and Rochdale, Manchester, Oldham, Salford, Stockport, Tameside, Trafford, and Wigan. To be able to process your request and provide you with the correct information, I would be grateful if you would be able to confirm if you wish to receive information about Manchester locality only, or NHS Greater Manchester as a whole.

I am sorry we are unable to help you further at this time, and I look forward to receiving the necessary clarity to be able to action your request.

Clarification Received 3 December 3 December 2025:

Thank you for seeking clarification. I can confirm this request is applicable to all localities within the NHS Greater Manchester ICB boundary.

Further Clarification Requested 5 December 2025:

To be able to process your request and provide you with the correct information, colleagues have asked for further clarity. I would, therefore, be grateful if you would be able to provide the following:

1. In relation question 1a. The total number of ophthalmology patients who contacted the SPA by month. Please confirm what you mean by contacted?
2. Please can you explain in more detail the 3 communication stages, in particular the terminology used under 2a 2b and 2c

Please can I ask that you provide the clarity requested as soon as possible to ensure we are able to respond to you within the 20-working day deadline.

Further Clarification Received 8 December 2025:

The queries are best picked up with your supplier, Primary EyeCare Services Limited. In short, a referral is made into the SPA who then make contact with the patient to present their choice option. It then goes through 3 stages of contact before choice being determined for them. It would be good to know how many have had this choice determined for them also, and the number sent to which provider.

Clarification Requested 8 December 2025:

Based on the information you have provided below, and to ensure the colleagues providing the information are very clear the data you wish to receive, please can you confirm that for question 1a

1.Patient contact and pathway allocation

1. The total number of ophthalmology patients who contacted the SPA by month.

Should this read:

1a. The total number of ophthalmology patients have been referred to the SPA by month.

Thank you so much for your help with this, and apologies for any inconvenience.

Further Clarification Received 8 December 2025:

This should provide two responses:

1. the total number of patients referred in.
2. the total number of patients contacted by type.

Clarification Requested 9 December 2025:

Thank you for your email below and the information you provided, I have now shared this with the relevant colleagues, however, regretfully they are still unclear of the terminology used in questions 2 and the definition/description “the three communication stages”.

I would like to explain that in line with the FOI Act 200, NHS Greater Manchester is not required to obtain information from another organisation to answer a Freedom of Information request. Therefore, please can I ask that you provide a detailed description/explanation of the information that you would like to receive in question 2 and the “three communication stages” you refer to, to allow us to provide you with the correct information.

Thanks so much in advance.

Further Clarification Received 10 December 2025:

Once a patient has been referred, the SPA makes contact with them up to 3 times to choose their provider. As an example, they may text on the first communication attempt, call on the second attempt, and write a letter on the third before imposing a choice of provider on the patient. The patient is provided a link to make a choice.

We are seeking to know, from all the total number of referrals made per month, how many were contacted (and by which type), what the response / open rates / click through rates etc. were for patients making a choice, and, finally, how many had a choice imposed on them by not responding. We want this at each communication stage e.g., total number contacted and made a choice on communication attempt 1 and by type of communication, total number contacted and made a choice on communication attempt 2 etc.

The patient may be called, and it might be that from X number called there was no response, and was called a second time before sending a letter. From the letter sent, X followed the link and made a choice before the remaining referrals / individuals had a choice imposed on them.

This is all data the SPA provides as part of their contract.

NHS Greater Manchester does not hold the information required at the level of detail requested. Therefore, it will be necessary for you to contact the provider directly for the information you seek. To assist you please find their information below.

Primary EyeCare

Compliance Team

Waulk Mill (2.2), 51 Bengal Street

Manchester M4 6LN

compliance@primaryeyecare.co.uk

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