Eye emergency referral service (EERS)

If you are experiencing any of the following symptoms, please contact your local pharmacy or GP:

• Dry eye
• Gritty eye
• Red eye (isolated, no pain)
• Non-specific irritation
• Watery eye

If you have the following symptoms, you should use the UHCW Emergency Eye Referral Service by calling the telephone triage service on 02476 964800 or the online patient booking system (Swiftqueue). The phone line is open Monday-Friday (excluding bank holidays) 9am-1pm and 1.30pm-5pm and Saturday 9am-noon.

• Red eye with pain/photophobia
• Painful eye
• Flashes and new floaters
• Pronounced blurry vision (if outside of remit of GOS sight test)
• Diplopia
• Distorted vision
• Sudden loss of vision
• Mild trauma (superficial, blunt, non-penetrating injuries)

Alternative Services

The following options are available for patients with minor eye conditions:

• NHS 111: Patients should contact NHS 111 for initial advice regarding minor eye concerns and can be directed to the most appropriate service.
• Pharmacy: Pharmacies can provide advice and sell over the counter treatment for minor eye conditions. All but two of 182 local pharmacies also participate in Pharmacy First where minor eye conditions such as lid conditions, allergies, dry eye and minor irritants are included in our local minor ailment pathway following referral from a GP.
• General Practice: GP practices can manage some minor eye conditions in accordance with national guidance. GPs can also refer to Pharmacy First via the minor ailment pathway or on to eye casualty if the eye condition is deemed more serious.
• Optometrist: Local optometrists remain available to provide NHS-funded eye tests. Optometrists may also refer to pharmacy or directly to hospital eye services for more serious eye conditions.
• Out-of-Hours Emergencies: Patients should attend their closest Minor Injuries Unit or Accident & Emergency Department (A&E) for urgent eye problems outside normal hours.

Sometimes we will treat your condition straight away, but sometimes we might decide to refer you to one of our more specialist services for further tests and treatment or refer you to your General Practitioner or Optometrist. Due to the nature of emergency/urgent conditions to the eye, we advise you NOT to drive if you are attending as we may instil eye drops which will blur your vision, which in turn will mean that you will be unable to drive for a few hours following the assessment.

As part of the assessment, we may need to undertake diagnostic tests to help treat you; these tests may not be available on the day and we may need to bring you back on another day. Due to the nature of emergencies, if a serious emergency does present to the team we may need to re-prioritise certain patients which may lead to an increase length of stay in the department. The Eye Emergency Referral Service is not for second opinions, repeat prescriptions or non-urgent problems such as dry eyes, itchy eyes, hay fever and cataracts.

We are unable to issue repeat prescriptions. If you need a repeat prescription please see your GP. Paediatric guidance in the case of an emergency (sight threatening or painful eye), your child will be offered a booked face-to-face appointment on the same day. If an emergency situation is confirmed during the assessment, your child will also be seen by a doctor.

If you're unable to reach your consultant's secretary, please do not book an emergency appointment. Instead, contact the Ophthalmology department directly on 02476 966606 for assistance.

The decision about the urgency of your child’s eye condition will be based on clinical expertise and will take everything about your child into account. It is important that the decision made by the trained staff is respected as the best choice of care for the child.

If you have an urgent eye condition, please click this link to book a telephone consultation at the Eye Emergency Referral Service (EERS) using the Swiftqueue system.

You will need either your NHS number or hospital number to register. You can only book a telephone consultation for the same day.

At the time of your appointment, you will be spoken to by an expert clinician who will give you specialist advice on the next steps to take. Please provide a phone number which you can be contacted on. Be aware that you will be phoned as close to the allotted time as possible, although at busy times there may be a delay.

Please also consider emailing a photograph of your affected eye(s) to EERS@uhcw.nhs.uk so that this may be used during your consultation.

In the event you feel you cannot wait to speak to someone, call 0247 696 4800.

This phone line is open 9am-1pm and 1.30pm-5pm (Monday-Friday excluding bank holidays) and 9am-12pm (Saturday). Waiting times may vary. We strongly encourage you to book an appointment where possible.

In the event of an eye emergency out of hours, please attend the Minor Injuries Unit/Emergency Department.

Please only attend the Eye Outpatient department if you have had a telephone consultation in advance and been advised to attend.

We are located in Clinic Nine at University Hospital, Coventry. If you have an urgent eye problem and are unable to see your community optician/GP please call 02476 964800. The operating hours for this telephone service are Monday to Friday 9am to 5pm (except between 1-1.30pm) and Saturday 9am to 12pm. 

If you have a vision threatening emergency outside of these hours please attend the Minor Injuries Unit/A&E. Alternatively, please consider calling an approved Eye Care Centre in the community. Click here for details.

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