Updated 15 August 2016
MYA is part of a national group of 8 consultation clinics for cosmetic surgery. MYA was established in 2007 with the aim to provide aesthetic/ cosmetic surgery consultation and treatment services. The objective of the company is to provide all patients with an outcome consistent with current best practice guidelines and individual expectations. In addition, the company also fully own ‘The Fitzroy’, which is a hospital in London, which has 11 consultation rooms.
The Managing Director was the nominated individual on behalf of the company and there was a registered manager and a patient services co-ordinator, who were based at the Newcastle clinic. The clinic opened Monday to Saturday.
We carried out an inspection of this service on 15 March 2016. As part of our inspection we spoke with seven patients all of whom provided positive feedback about the service, and with patient consent, we were invited to observe two consultations. We asked for CQC comment cards to be completed by patients prior to our inspection. We received five comment cards, all of which were positive about the standard of care received. Patients reported that they had received an excellent service and everyone was found to be professional and caring. All comments expressed satisfaction about the caring approach that they had experienced.
Our key findings were:
- There was an effective system in place for reporting and learning from incidents. Monthly reports were produced and reviewed in relation to both clinical and non-clinical incidents. The provider was aware of the requirements of the duty of candour regulations and staff were provided with safeguarding training.
- Risks to patients were assessed and well managed, including those relating to recruitment checks.
- The practice had a number of robust policies and procedures to govern activity and there was a comprehensive programme of audits completed across the year.
- Staff assessed patients' needs and delivered care in line with evidence based guidance.
- Staff completed appropriate training to maintain their skills. Clinical staff had completed revalidation and received a yearly appraisal and there were opportunities to develop new skills including at national training events.
- Patients said they were treated with respect and dignity and all patients we spoke with told us that staff at the clinic were approachable and friendly. Patients were involved in their care and decisions about their treatment.
- Patients said they found it easy to make an appointment and the clinic provided a relaxed atmosphere.
- The provider had good facilities and was well equipped to treat patients and meet their needs. There were good infection, prevention and control procedures. Medicines were managed appropriately.
- There was a clear leadership structure and staff felt they were supported by management.
There were areas where the provider could make improvements and should:
- Ensure that, to promote safety and continuity, NHS GP’s are informed where there are prescriptions.
- Ensure consultant cover is clear and all staff are aware of who to contact in the event of holidays and sickness.
- Ensure all verbal complaints are logged in addition to written complaints.