So Aesthetics

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff treated people with kindness, dignity, and respect. They ensured people received a warm welcome when they arrived at the clinic. Appointments were not rushed so people had time to discuss their options and make informed choices and decisions. Staff enjoyed working in an inclusive and supportive environment.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People said staff treated them with dignity and respect. A chaperone was available if they wanted one.

Leaders and staff said it was important to them for people to feel comfortable coming to the clinic both for cosmetic and medical procedures. They gave examples of how they gave longer appointments to allow people time to relax and ask questions, both before and during treatment. Staff said they reassured the person having treatment and explained what was happening throughout the procedure.

Staff spoke kindly to all people and demonstrated open body language to make people feel welcome. From the moment someone came in through the door they were greeted by name and offered a drink while they waited. When people made follow up appointments, they were given time to decide on a date and time and where possible this was booked in, or a range of alternatives was offered. Staff saw people in private consultation rooms to enable people to speak freely without being overheard. Where people needed to remove clothing for a procedure, they were given the privacy to do so.

People had no concerns about how they were treated as individuals. They said the treatment was personalised for them and staff accommodated their needs and wishes.

Staff had the skills and knowledge to understand how to ensure treatment was personalised. Appointments were not rushed, and people had the time they needed to discuss their options. People’s personal, cultural, social, and religious needs were understood and met.

Leaders had the relevant policies in place to ensure staff knew and understood that treatment offered was appropriate and bespoke to the needs of each individual. They considered equality and people’s protected characteristics to ensure the service was accessible.

People were supported to have choice and control over their own care and to make decisions about their care, treatment, and wellbeing. They were given the opportunity to provide feedback or raise a concern and were given information on how to do this.

People accessing the service for treatment had chosen to do so. Staff explained people had the option to change their minds and make decisions about whether to proceed with the treatment offered.

Leaders were clear that as this was a service people paid for, they had control over the decisions made. They always ensured people were aware of potential risks and refused treatment if certain medical criteria were not met. For example, patients had to agree to pay for histopathology (study of tissues under a microscope to look for disease) before moles and skin lesions were removed.

People said staff took a full history before treatment so they could understand someone’s immediate needs and refer on to a more suitable service or GP if these needs could not be met in the clinic.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff found out how to respond in the most appropriate way to respect people's wishes.

Leaders and staff said they worked in an inclusive environment where their wellbeing was fully considered. All team members were included in training and away days. Social activities and fundraising events were offered for those who wished to participate.

Leaders had a staff well-being policy in place. They understood a happy team was a also a team who worked well with people using the service. This gave people the best outcomes from their treatment.