Cosmedica Clinics

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

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.

This is the first inspection for this service since its new registration with CQC. This key question has been rated as Good.

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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Our review of clinical records showed people were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The lead clinician also works in a local GP surgery and is therefore familiar to the needs within the local community. The lead clinician, himself a GP, understood that patients often desired more time to discuss their health concerns than was typically allotted in standard appointments. Due to the small size of the clinic, people receive consistent care as they see the same clinician each time they attend.

The service supplied appropriate, accurate and up-to-date information tailored to the patient needs. The provider had access to Language line and could arrange accessible leaflet information if needed. for example, should a patient person need support with information being provided in a different language, leaflets can be available if needed.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

We saw the service’s complaints process and reviewed how complaints would be managed in line with the service’s policy. Although the provider was yet to receive any formal complaints to date, should the provider receive a complaint we were told they would respond with an immediate request to meet with the person to discuss the complaint and resolve concerns quickly.

The service made sure people could access the care, support and treatment they needed when they needed it. The provider would offer extended appointments to people who may need extra support. For example a reasonable adjustment was made for individuals with physical needs, specifically extended appointment times to allow for a more comfortable and relaxed experience. For example, they had extended appointments for people with physical needs. The service was also able to modify its premises to accommodate those with mobility issues, for example, the treatment room was available on the ground floor and a ramp could be fitted to the entrance to allow for ease of access into the premises.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, people attending the service appreciated the opportunity to spend time with the clinician and discuss their concerns at length. Feedback provided by people using the service, was positive and staff used appropriate systems to capture and review feedback. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. Online reviews from people, who had used the service. had been responded to and acknowledged by the provider. The provider was able to learn from feedback and reflect on this as part of their service provided. For example, the service demonstrated a proactive approach to service improvement by actively seeking ways to enhance their service despite not receiving negative feedback

Due to the nature of the service, people typically used the service for a one-off appointment or for discrete periods of time. However, people were still provided with information about what to do if they required support post-appointment and any other future options.