Eye Care Services Information for Patients

Who provides your service?

  • Your service is provided by Complete Price Eyewear Ltd.
  • We are a corporate body.
  • Our Director is Mr Damian Kenning and Company Secretary is Dave Maddicks
  • Our registered/trading office is at: Old Town Court, 10-14 High Street, Old Town, Swindon, Wiltshire SN1 3EP

What services are provided?

We provide NHS funded mobile sight tests. If you are eligible for an NHS funded sight test, you may obtain mobile services as follows:

  • At home: if you are unable to leave home unaccompanied because of physical or mental illness or disability.
  • At a residential or care home: if you normally live there and you are unable to leave the home unaccompanied because of physical or mental illness or disability.
  • At a day centre*: if you would have difficulty in obtaining sight testing services from practice premises because of physical or mental illness or disability or because of difficulties in communicating your health needs unaided.

* Notes on domiciliary visits to Day Centres
”You may carry out GOS sight tests at some day centres. ‘Day Centre’ means an establishment in the locality of the NHS England Area Team attended by persons, including eligible persons, who would have difficulty in obtaining sight-testing services from practice premises because of physical or mental illness or disability or because of difficulties in communicating their health needs unaided. The person on whom you carry out a GOS sight test must be eligible for GOS according to the normal criteria. You should ask the NHS England Area Team whether, in its view, the particular day centre which you wish to visit complies with the definition of a day centre for the purpose of domiciliary sight-testing under the GOS. Note that the domiciliary visiting fee is not payable for GOS sight tests carried out at day centres. You must notify the NHS England Area Team, giving patients’ details, before you visit a day centre in the same way as a domiciliary location. Schools, secure units and prisons are not considered to be day centres. For details of changes to the notice, see 11 Changes to Notifications of Domiciliary Visits and Substitutes.” Excerpt taken from Making Accurate Claims In England – March 2009.

Patients can request services by phoning Freephone 0800 85 44 77.

If you have seen a particular optometrist before you may be able to request to see them again.

You qualify for a free NHS funded sight test if you are:

  • Aged 60 or over
  • Aged under 16
  • Aged 16, 17 or 18 in full time education
  • Diagnosed with diabetes or glaucoma
  • Considered to be at risk of glaucoma (as advised by an ophthalmologist)
  • Aged 40 or over and the parent, brother, sister, son or daughter of a person diagnosed with glaucoma
  • Sight impaired (previously registered partially sighted), or severely sight impaired (previously registered blind)
  • Eligible for an NHS Complex Lens Voucher (your optician will advise on your entitlement)
  • Claiming Benefit (Income Support, Universal credit, Income-based Jobseeker’s Allowance, Pension Credit Guarantee Credit or receiving Tax Credits and meeting qualifying conditions
  • On a low income and named on a valid HC2 (full help) or HC3 (partial help) certificate

Help with the cost of glasses 

You may qualify for an NHS optical voucher to help with the cost of your spectacles if you are claiming certain benefits or on a low income and named on a valid HC2 (full help) or HC3 (partial help) certificate, eligible for an NHS complex lens voucher, aged under 16, or aged 16, 17 or 18 in full time education.

You have the right to use your NHS optical voucher with any supplier.

Your safety

When testing your sight we will ensure that all legal requirements relating to health and safety in the workplace are satisfied, and that we strictly follow the requirements and recommendations of the Medicines and Healthcare Products Regulatory Agency.

Your rights and responsibilities

As a patient you have the right to be treated by us with fairness and with dignity. We will test your sight using sound clinical practice and using modern techniques and instruments. After your sight test we will give you your optical prescription or a statement that you do not need a prescription.

We ask you to give our staff accurate information about the illness or disability which prevents you from being able to go to a high street optician without another person’s help. We also ask you to treat our staff with courtesy and to keep to any appointment you have made with us. If you break your appointment without giving us reasonable notice, we reserve the right to make a charge.

Your information

We treat all clinical information about your treatment with complete confidentiality, although we may sometimes need to inform your family doctor about our clinical findings during your sight test. We may also need, with your agreement, to refer you to a hospital eye department in which case we will supply them with all the relevant clinical details. We may sometimes need to make your records available to authorised staff from the local Primary Care Trust for whom we provide services. When handling your personal information we will always abide by the principles of Data Protection laid down by the Information Commissioner’s Office. Telephone conversations may be recorded for training and quality purposes.

Complaints

If you would like to make a complaint, please contact the Customer Services Manager at The Outside Clinic on Freephone 0800 85 44 77. Your complaint will be acknowledged within three working days and you will receive a response within ten working days or as soon as reasonably practicable thereafter.

If you are not happy with how your complaint has been handled by us and your complaint relates to your sight test, you can contact your NHS England Area Team. If your complaint relates to your spectacles you can contact the Optical Complaints Consumer Service, PO Box 219, Petersfield, GU32 9BY.

Other

We provide eye care services under contract with your NHS Primary Care Trust. We will provide, on request, the name, postal, email and website address and telephone number of that NHS England Area Team, from which details of primary ophthalmic services in the area may be obtained.

Please call us on freephone 0800 854477 if you have any queries.