Anglia Community Eye Service

Tel. 01945 466222

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An Introduction

ACES, founded in 2007, is an independent provider of an NHS Eye Service where patients are able to receive eye care in the community from Consultant Ophthalmic Surgeons. Our aim is to provide ophthalmic care of the highest standards in a community setting that is convenient and comfortable for our patients.

The Anglia Community Eye Service (ACES) developed initially in Wisbech was the collaboration of two established local Consultant Ophthalmic Surgeons, Mr Neil Johnson and Mr Cliff Jakeman with four local GP Practices; Clarkson, North Brink, Parson Drove and Trinity Surgeries. ACES has evolved and currently has outreach clinics held at Bretton, Fakenham, March, Thetford and Whittlesey.

ACES is accredited by Cambridgeshire & Peterborough, Norfolk and Lincolnshire Clinical Commissioning Groups.

We are a “choice” provider and under “Patient Choice” you can request your Optometrist or GP to refer you to ACES for your ophthalmic care. With our high quality, up to date equipment we are able to assess and treat eye conditions to the highest standards which include cataract, glaucoma, acute red eye and visual loss.

Major eye surgery and state of the art cataract surgery, using small incision techniques and phacoemulsification is currently performed in the operating theatres at North Cambs Hospital, Wisbech and Fakenham Medical Practice.

ACES Aims

Our aim is to provide eye care to the highest standards in a setting that is familiar, convenient and comfortable for our patients. We maintain a flexible approach to the varying needs of our patients, and can therefore keep waiting times for clinic appointments and surgery down to a minimum.

With our comprehensive and modern equipment we are able to look after eye conditions to the highest standards, including cataracts, glaucoma, cases of acute red eye and vision loss.

Please also see our Statement of Purpose »

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NHS and Care Quality Commission (CQC) Compliance

As with all providers of health care ACES is registered with the Care Quality Commission (CQC). We are currently registered for three regulated activities at Wisbech, which are “the treatment of disease”, “diagnostic screening” and “surgery”. We are registered for the same three regulated activities at our sites in Thetford and Fakenham.

All providers of health care must undergo a critical inspection by CQC annually and we remain fully compliant in all 16 regulated outcome areas of activity.

The CQC are currently introducing a new set of standards (set out below) and in the future, ACES, like all other health care providers, will be inspected on the fundamental standards.

The fit and proper person requirement and the duty of candour will come in to force for NHS bodies in October 2014.

The fundamental standards will come in to force for all providers in April 2015, and at the same time, subject to Parliament, the fit and proper person requirement and the duty of candour will be extended so they also cover all providers from then on.

The fundamental standards are:

  • care and treatment must be appropriate and reflect service users’ needs and preferences.

  • service users must be treated with dignity and respect.

  • care and treatment must only be provided with consent.

  • care and treatment must be provided in a safe way.

  • service users must be protected from abuse and improper treatment.

  • service users’ nutritional and hydration needs must be met.

  • all premises and equipment used must be clean, secure, suitable and used properly.

  • complaints must be appropriately investigated and appropriate action taken in response.

  • systems and processes must be established to ensure compliance with the fundamental standards.

  • sufficient numbers of suitably qualified, competent, skilled and experienced staff must be deployed.

  • persons employed must be of good character, have the necessary qualifications, skills and experience, and be able to perform the work for which they are employed.

  • registered persons must be open and transparent with service users about their care and treatment (the duty of candour).

Read ACES latest CQC reports:

Report for North Cambridgeshire Hospital » Report for Meditrina House, Fakenham »

Complaints Procedure

ACES is regulated by the Care Quality Commission and we aim to provide ophthalmic care to the highest standards at all times. We value feedback and suggestions from our patients. An annual patient survey is undertaken to gather feedback on the service we provide, issues are discussed at Clinical Governance meetings and results used to implement changes to our future services. As a patient of ACES you may be asked to complete a patient survey to help us improve our service to you.

In the event that you have a complaint about the service provided by ACES or about a doctor’s conduct or member of staff, please let us know. ACES follow the NHS procedure for complaints which meets the national standards set down by the NHS.

Complaints leaflet » CQC Website »

Local Clinical Commissioning Group (LCG)
and Clinical Commissioning Group (CCG)

Our Local Clinical Commissioning Group (LCG) and Clinical Commissioning Group (CCG) need to be reassured that ACES maintain the highest standards of care when commissioning our services for patients.

We are regularly inspected by them and also provide documented evidence of the standard of our care by providing regular updates of our waiting times and the validated results of our annual patient satisfaction survey.

ACES Formulary

ACES' formulary includes all drugs listed in the formularies of both Cambridgeshire and Peterborough CCG and all Norfolk CCGs.

Cambs & P'boro CCG Formulary » Norfolk CCGs Formulary »

Patient Referral Process

ACES is a “Choice Provider” of eye care in Cambridgeshire, Peterborough, Norfolk and Lincolnshire.

Under “Patient Choice” you can choose to have your eye care with us at ACES. You can be referred direct by your GP or Optometrist or you can ask to be seen by us if your referral is channelled through a Referral Management Centre.

Read more about Getting an Appointment »

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Measures of Our Success

Waiting Times

Currently the government has stipulated that all health care providers must see and treat patients referred to them within 18 weeks. We at ACES pride ourselves in having very much lower waiting times than this. On average our patients wait 2-3 weeks to be seen at their first appointment in clinic and a further 2-3 weeks for their major eye surgery to be carried out, thus on average a total of 4-6 weeks from referral to treatment.

ACES Waiting Times »

Patient Satisfaction Surveys

ACES undertake a Patient Satisfaction Survey each year to gather feedback on the service that we provide. As a patient you may be asked to complete a questionnaire to help us with this.

ACES use the results of our Patient Satisfaction Survey to help shape the future improvements to our service.

2016 Survey »

Our Results So Far (since 2007)

Since October 2007 ACES have performed more than 12,000 cataract operations, seen more than 22,000 new patients, performed more than 5000 minor eye operations and performed more than 2000 laser procedures.

NHS England website: NHS England »

Computers & Data Protection

ACES is fully computerised, the Doctors and Nurses use a computerised system to record clinical data. Our Booking Coordinators use the computers to arrange appointments and recall patients etc. All patient details are treated in strictest confidence in line with NHS guidelines.

The staff at ACES record information about you and your health so that you can receive the best possible care and treatment. We need to record this information, together with the details of the care you receive, so that it is available each time we see you.

Abusive or Threatening Behaviour

We expect our patients, and visitors alike, to be respectful towards our staff at all times. Any threatening language and/or behaviour will not be tolerated by ACES staff under any circumstances.

Our staff are all instructed to call the police immediately should they feel threatened or intimidated in any way. Any such incident will result in a patient being immediately removed from the ACES register list and transferred to the violent patient’s scheme.

Our administration staff will not tolerate abusive telephone calls and are instructed to terminate the call, after informing the patient that they intend to so, should the call continue in an abusive manner.

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© Anglia Community Eye Service Ltd.

Created by Neon Fish

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