Lily’s story: accessible and culturally inclusive care

For many patients, especially those from culturally and linguistically diverse backgrounds, navigating health systems can be challenging. In addition to this, long wait times in public hospitals can delay care and often discourage people from seeking the help they need. ACO Eye Health helps address some of these challenges by offering timely, low-cost services and free interpreter support.

Seven years ago, Lily*, a Cantonese-speaking patient, was referred to ACO Eye Health by her local optometrist for further testing. After a positive first visit and encouraged by the Victorian Eyecare Service (VES) concessions available to pension card holders for glasses, she chose to continue her ongoing eye care with ACO Eye Health.

Language Support

Lily recalled feeling nervous during her initial appointment, unsure if she would fully understand clinical advice in a language she wasn’t fluent in. However, the optometrist reassured her that next time, they would arrange either a Cantonese-speaking optometrist or provide a free interpreter.

“I was very happy because being able to talk directly to the person providing the care in my own language put me at ease,” she says.

Since Lily’s second appointment, all her care has been provided by a Cantonese-speaking optometrist. This accommodation, as well as the thorough and compassionate care she has received, has made a deep impression.

“The optometrist is very caring, detailed, and considerate. They never drag the test and never push me to buy glasses, they always let me make the decision myself,” Lily explains.

Affordability through VES

When advised to get both reading and distance glasses, she chose to get her reading glasses through the Victorian Eyecare Service (VES). These glasses allow Lily to keep up with her favourite pastime, reading.

With bulk billing available through VES, Lily is able to maintain regular eye care.

“If one day this is not bulk billed, I will need to think carefully about coming. I really can’t afford it. Then I would just wait again at the public hospital—even for simple problems. But the wait is so long. Once I waited so long that I thought the hospital reception had forgotten about me.”

Lily was on a waiting list for cataract surgery for over three years. During this time, ACO Eye Health played a critical role in monitoring her cataracts and glaucoma.

Continuity of care

For over seven years, Lily has felt supported in managing her eye health, reassured that her cultural and language needs are respected and that financial barriers are reduced. Through consistent care, she has built a trusted relationship with her optometrist, enabling meaningful conversations in her preferred language and fostering confidence in shared decision‑making.

This continuity of care has not only safeguarded her vision, but also prevented avoidable complications and emergency presentations. By providing accessible and timely care,  ACO Eye Health also helps reduce pressure on an already overburdened public ophthalmology system. Without this, patients like Lily, may be be forced to rely on hospital systems for routine eye checks, further delaying care for those with urgent or complex needs.

“If ACO wasn’t here and people didn’t have access to the VES, it would be a very concerning situation. We need the support and if it disappears, we won’t know where to go and what to do. It would be a struggle. From the bottom of my heart, I am very thankful to the ACO for its services.”- Lily

*name changed for privacy