So Aesthetics

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

All patients were private and therefore funded their own treatment at the service. Patients were able to book appointments on a day and time to suit them They received follow up calls following treatment and had access to an out of hours phone number should they have any concerns. Feedback was requested and followed up if required. People knew how to make a complaint and staff understood how to support people with the process.

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 experienced a person-centred approach when using the service. Staff ensured people were at the centre of their care and treatment. This meant people chose exactly what procedures they wanted to suit them.

Staff recorded people’s preferences and choices in their records so these could be used to ensure care was person centred.

People experienced a person-centred approach when using the service. Staff ensured people were at the centre of their care and treatment. This meant people chose exactly what procedures they wanted to suit them.

Staff were aware that people from different backgrounds may need different approaches to achieve a good outcome. For example, they understood people with darker skin may have a higher risk of some side effects after a mole removal such as discoloration of their scars or hypertrophic (overactive) scar tissue.

The provider showed us evidence of people being referred to other services both private and NHS. These were completed in a timely manner, so people had continuity in their care.

Leaders had a policy in place which staff could use if they needed to refer someone for further treatment. For example, the service only removed moles and skin tags which appeared to be non-cancerous. The clinician would refer anyone with a mole that looked to need more invasive treatment back to the NHS via their GP.

People said they were fully informed about the treatment they would be receiving and were given aftercare information following any procedure.

Leaders and staff were able to provide information in a range of formats to meet the communication needs of each individual.

Leaders ensured information was accessible for people who required it in a different format such as large print. They understood the need to use information in line with the Accessible Information Standard which says people who have a disability or sensory loss should get information which they can access and understand.

People were positive about the staff and service. They said they were asked to provide feedback after appointments and had not needed to complain but had information on how to do this if they needed to. They said they would raise concerns directly with the service as they knew it would be listened to.

Staff were encouraged to give feedback on how the service was being developed. They could raise a concern if they needed to, and leaders would listen to them and respond appropriately. Staff knew about the complaints process and how to manage this if someone wanted to complain. They said they would receive feedback from leaders about any compliments or concerns received.

The provider had a complaints policy in place, and this was available on their website. They encouraged all feedback and used this for discussion with the team to support improved practice. They had not received any complaints, but minor concerns raised through feedback were addressed in detail and a response provided to the person who had raised it.

People had no concerns about accessing the service where they could book by phone, in person or online with the clinician they wanted to see. The building was accessible for disabled people. A hearing loop was available for deaf people. The receptionist always came out from behind the desk to speak to people as they arrived as the desk was quite high.

Staff worked flexibly to accommodate people using the service. Where appointments were delayed or cancelled, staff communicated with people to minimise disruption, and offered alternative appointments if needed.

The provider offered appointments during the evening and on Saturday mornings to make it easier for people who worked to book an appointment. Following a procedure people were given an out of hours number to call for advice if needed. Staff from the service called people 48 hours after a medical procedure to make sure they were happy with the treatment. If there was no answer a second call was made, and an email sent to the individual. The service did not have people who did not attend as they had a charging policy in place for missed appointments. If people had concerns about the outcomes of their treatment they were invited back for a further consultation.

People gave positive feedback about the way they received their care. It met their needs, and they received the outcomes they hoped for. As people paid privately for their treatment this was not a service which was available to everyone. Leaders and staff worked with charities and other organisations to ensure they gave back to those communities which were harder to reach and unlikely to use the service. For example, they had supported the local street cafe which was set up for homeless people by cooking and serving in the cafe. They donated winter clothing for homeless people. Staff worked with domestic abuse charities and professionals to raise awareness of domestic abuse with a key focus on the crucial link between charities and professionals working together to continue their work in supporting victims of domestic abuse in the region.

Staff treated people as individuals and according to their personal needs. We found no evidence of discrimination from staff or leaders.

The provider ensured staff received training in equality and diversity and understood the principles of the Equality Act 2010. They monitored outcomes for people through audits and feedback. People could access the service via their website, booking by telephone or calling in to speak to a member of staff. Leaders advertised the service by using leaflets, internet searches and advertising.

This service offered short term appointments rather than ongoing care. We did not look at how they planned for peoples’ future.

This service offered short term appointments rather than ongoing care. We did not look at how they planned for peoples’ future.

This service offered short term appointments rather than ongoing care. We did not look at how they planned for peoples’ future.