ACES Eye Clinic Reviews 

My grandparents arrived on time for their scheduled 9:00am appointment. Unfortunately, they were left outside the building for approximately 25 minutes in the cold before being allowed inside. This was particularly distressing as my grandmother was in a wheelchair and my grandfather suffers from dementia.
Once they were eventually allowed inside, they were left waiting for a further 45 minutes without any acknowledgement or support from staff. During this time, refreshments such as tea were offered to other patients in the waiting area, but my grandparents were completely ignored.
At around 9:45am they were informed that the doctor was running late. After already waiting for a considerable amount of time, they were then told that the procedure could not go ahead because my grandfather has dementia. This information should already have been available in his medical records and should have been communicated prior to the appointment being arranged.
They were then questioned about having Power of Attorney, despite never being advised beforehand that this would be required for the eye procedure. The way this was handled by staff, particularly the receptionist, was extremely rude and unprofessional.
To make matters worse, my grandparents were then escorted off the premises without receiving the treatment they had attended for. My grandfather has now returned home still suffering with vision problems in one eye due to the appointment not being carried out.
The lack of care, compassion, and organisation shown towards two vulnerable elderly patients was completely unacceptable. The way they were treated was distressing and falls far below the standards expected of an NHS service.

Last year had cataract op on both eyes all was good.
Had follow up appointment booked 13/03/26.
Arrive at Wisbech clinic by 10am to be told appointment was cancelled without any reason given! I was not notified!
It took a lot of effort to get there because of mobility and disability problems, so angry.

very quick to be seen
very friendly people
explained everything & answered my questions
keep up the excellent work

Excellent service from all the staff and the team that carried out the surgery 👍👍👍👍👍

Every thing has been great from the start the assessment reception staff were great leading onto the clinicle staff preparation for the op in three weeks time The instructions were well explained with times and dates etc. Went to the Fakenham hospital and again the reception was great and the op went well was in and out within the hour. I can see a lot better out of the right eye now, and I get the before and after effect when I shut one eye and look thru the other eye and then do it with the other eye. The difference is amazing. I am looking forward to having the other eye done in a couple of weeks.

All of the staff involved with my pre op were charming, reassuring and efficient.

The operation was carried out as I had been advised. Although I had been fully briefed on possible complications and discomfort, the procedure caused me no problems. My vision improved significantly within 48 hours.

For a few years I had suspected that I would benefit from having cataract operations but it was only when Aces confirmed that they would tackle my weaker,lazy, left eye first that I knew I was doing the correct thing. I look forward enthusiastically to having my second operation.

Polite and professional staff.explain everything in detail

I have visited this eye clinic on two occasions, once to have a tear duct unblocked and secondly to have a small cyst removed from my eyeball. On both occasions I have been treated with the utmost courtesy and professionalism. The facilities are modern, first class and spotlessly clean. I didn't have to wait long from being referred to the clinic and being offered an appointment. I was actually offered a cancellation quite soon after referral which was brilliant. Thoroughly recommended.

I was referred by by my optician in November and offered a date in December which owing to a previous commitment I could not accept. Since then you have offered three date añd cancelled each one, one of them with less than 24 hours notice Today I have been told that the fourth date you offered, March 5th, is cancelled. You have offered April 13th.
My eyesight is deteriorating with poor vision in the affected eye. Which means driving, reading and cooking are all more difficult. Each time I have arranged transport only to have to:cancel it.
I consider this appalling and cannot recommend your service. I shall report this to my optician. And also to the commissioning Board for this area.

Excellent and friendly service, with a professional approach and a super service from my assessment all the way to Surgery and discharge

First time i have ever ventured from my own Optician for anything to do with my eyes but, my own Optician requested a second opinion and we selected: ACES Eye Clinic on the same day, a couple of weeks passed by and then an appointment came through for an early morning viewing.
From the moment i walked into the Chelmsford venue, i felt comfortable with where i had chosen to have my eyes thoroughly checked by the skilled and caring team.
Am at an age of retirement and have worn spectacles since the age of Four, i fully appreciated the care shown towards my eyes on the day along with the professionalism of the whole team guiding me around each essential piece of equipment.
Finally completing with a promise of another appointment in 9 months time, with a nicely worded verdict of "just old age"
Thanks everyone, i could have sat there all day and soaked up the friendly atmosphere . . .

When I arrived at Aces eye clinic in Fakenham, I was feeling calm, and was hoping for a good experience... and I was not to be disappointed. The staff were very caring and the laser treatment to my left eye has, I believe been a success!. I definately have better vision as a result of the proceedure. Many thanks to all. Best regards and love to all :)

I had my cataract surgery performed just 3 days after my assessment and it was such a smooth experience. My surgery took 20 mins and was given excellent aftercare. I was given all the information needed with clear instructions on how often to apply the eye drops. Overall a great experience and highly recommended.

Fantastic Eye Clinic in Fakenham! Went for my Glaucoma review, really pleasant staff especially Sarah who did all the testing. It's so nice to meet staff who are friendly and have such a respectful and pleasant manner. Great customer service which is rare in this day and age.
Lovely clean waiting room and toilets. It was a cold 🥶 day yesterday and it was lovely to have coffee and biscuits to warm us up. 100% can recommend ACES. Thank you.

After receiving a few cancellations from the clinic for my eye surgery I finally had the cataract surgery yesterday.
All excellent and staff and surgeon put me at ease
I would have liked a little more information on after care and return to work but googled the information and help the next day and now have decided to have next week off work due to the new lens settling and less chance of getting an infection as I work in retail

I have already sent a review, more details have been requested, I am 83 & struggling with how. I have 12 sheets + of dates & time. My ref is 65527. First op on right eye was 12/aug/21 the second, piggy back was 5/jan/2022. I can copy & arrange delivery to Thetford. Not interested in going forward with any of this, life is too short. Just read digest & check the delays etc. You can find my private details via my ref. no. Regarding my friend his Dr. is referring him to Bury hosp. for procedure, still not good enough really, get someone to check what is happening to such a valuable procedure, & why everyone seems to be sent to Wisbech despite their ability to get there.

I felt at ease from start to finish

Didn't have any problems with the process, staff . service or facilities. I think it might be difficult to get appointments soon though until they have worked through and seen everyone on their waiting list as passed to them from the NHS en block. That is not their fault though as apparently the list of patients was extremely long! Am now awaiting the results and the next stage if I need to see a specialist. I will update this review accordingly.

Very satisfactory appointment at a well run, professional operation.