Community Based Ophthalmology Service
Service Quality Performance Report
April 2025 – March 2026

Introduction

This NHS service is led by Dr Ross Kelly, GP with special interest in ophthalmology (GPER). He is supported by Dr Ganga Nair (GPER) and Sister Joy Kerr, ophthalmology nurse specialist.

The service is provided from Spencer House and moved to Carlisle Healthcare South and Workington Community Hospital, and is available to book via the NHS E-Referral service following a referral from the patient’s GP surgery or optometrist.

All our referrals are triaged to make sure they are appropriate for the service, and if rejected, we provide guidance as to which is the most appropriate service to refer on to.

17 referrals were rejected this year. Minor ops need an accompanying PAT (prior approval ticket) or IFR approval before they are accepted for surgery. 

Patients are advised they can phone in for advice following their consultation. GPs also phone for advice on a variety of problems which helps cut down on the number of referrals.

There will always be some patients who come to the GPER ophthalmology service and need onward referral to the hospital eye service; however these are minimal and based on complications found during the GPER consultation.  One of the strengths of the our service is its ability to provide an alternative service for patients which removes the burden from secondary care and provides a self-contained treatment pathway within the community setting.

Waiting times

The average waiting time from referral to assessment is 6 weeks. All patients in this reporting period were assessed and treated within 18 weeks of referral.

Activity

The Ophthalmology service has seen a total of 2,960 patients in this reporting period.

The Ophthalmology service had a total of 100 DNAs during this reporting period. 

Ophthalmology Outcomes

During this reporting period a total of 164 patients were referred to the Hospital Eye Service (HES) with the remaining either being discharged or having further care with Cumbria Medical Services arranged:

 We have access to OCT scanning in both east and west clinics and are able to manage the majority of post op macular oedema in the community.  

Safeguarding

There have been 0 safeguarding reports during this time period.

Duty of Candour

There have been no requirements to undertake duty of candour during this time period.

Patient Satisfaction

All patients are provided with a link to Survey Monkey where they can complete a patient survey. It questions them on a range of subjects including the booking arrangements, clinic facilities, doctor and nurse manner, and overall satisfaction.

Patients are also given the opportunity to feedback on ‘iwantgreatcare’ and via our website www.cumbriamedicalservices.co.uk .

497 questionnaires have been returned to date for this reporting period. Based on the Friends and Family Test the following patients would recommend CMS:

100% of patients felt they were treated with courtesy throughout their appointment by administration staff and health professionals.

100% felt they were involved as much as they wanted to be in decisions about their care and treatment.

Patient comments included

• Everything was professional from beginning to end and I was encouraged to make my own decision on treatment
• Excellent service, very happy with how I was treated- medically and as a person. Also very grateful that I didn’t have to wait for long before I was offered an appointment. Many thanks.
• Dr Nair was extremely thorough and patient. He spent time with me. The pre assessment staff were both very pleasant and reassuring.
• Before seeing Mr Kelly I was met by a lovely lady who did my eye test & bleep test she put me at ease was friendly & welcoming sorry I forgot her name dark hair tied in a ponytail fringe
• 5 star treatment at this clinic every time I have been, the best in the NHS!
• I believe the treatment was excellent. The staff were very competent and helpful. Please accept my thank you for first class treatment over several years.
• Very polite, efficient and professional service throughout. Could not fault it in any way and am very happy and relaxed that am in good hands.
• Mr Kelly was excellent in explaining things and has a very caring approach to his patients.it felt like a privilege to be his patient.