Archived: The Pemberdeen Laser Cosmetic Surgery Clinic Limited

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

Our overall rating of caring at The Pemberdeen Laser Cosmetic Surgery Limited has remained good. We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people's privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people's wishes into account and respect their choices, to achieve the best possible outcomes for them. Whilst we found some issues with the promotion of privacy screens to maintain people's dignity and the action taken to support the wellbeing of staff. Patients felt that they received care which was kind and compassionate.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The evidence showed a good standard. The service always treated people with kindness, empathy and compassion. Staff mostly respected their privacy and dignity. We noted that whilst there were privacy and dignity curtains in the most multiple occupancy bedrooms there were none in the single room (Room 4). In room 5, which had two beds in it whilst there were curtains around one bed if entering the room one could potentially clearly see the bed at the far end. Staff treated colleagues from other organisations with kindness and respect. Staff attitudes and behaviours when interacting with patients showed that they were discreet, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it. Staff supported patients to understand and manage their care and treatment. Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.

The evidence showed some shortfalls. The service did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. There were only limited translation services available to patients whose first language was not English. Information for patients was only available in English. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances.

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We reviewed Trustpilot which the service told us was the main source of patient feedback. This demonstrated that patients were generally pleased with the care they received and the outcomes of their surgery.

The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were aware of and dealt with any issues a patient may have. The patient to staff ratio was one nurse to two or three patients so that staff had the capacity to provide care to patients. Staff were able to provide verbal advice on any issues or further information patients needed to meet their individual needs.

The evidence showed some shortfalls. The service cared about the staff and staff felt respected, supported and valued. However, the service did not promote the wellbeing of their staff by providing support for their own physical and emotional health needs through provision of information or an occupational health service for either those staff contracted or those on the bank. The service supported and enabled staff to deliver person-centred care but did not provide guidance for this to staff.