Dr Tanja Phillips Medical Aesthetic Clinic Ltd

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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this service since its 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy such as the use of privacy blinds and screens, as well as the use of signs on doors to indicate when consultations or treatments were in progress. Continuous background music in the waiting area provided privacy and, according to people who used the service, helped create a calm and reassuring atmosphere.

Privacy and dignity were prioritised, especially for sensitive conditions like hyperhidrosis, fostering a non-judgemental and relaxed environment. Staff monitored for mental health concerns, prioritised safety, and provided support by involving family, friends, or professionals as needed. Feedback from people who used the service provided directly to CQC reflected people felt listened to and were treated with kindness.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, in situations where it was required to request the removal of headscarves or cultural attire, staff approached these matters with sensitivity and professionalism. If a person felt uncomfortable, their preferences were accommodated, and alternative solutions were explored to ensure their dignity and comfort were maintained.

Each individual had a personalised treatment plan. For extended treatments, these plans included breaks from treatment, to promote comfort and address specific needs. Communication needs were met to enable people to be fully involved in their care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. As an independent health provider, people chose to book into the service. The service carried out an initial assessment of people’s needs and discussed treatment options with them. The provider’s website contained clear detail about the cost of treatments available at the service.

Staff told us people could stop treatment at any time, giving them control over their care. If someone rebooked after cancelling, staff held further discussions to confirm their decision, prioritising informed choice and individual needs.

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.

Clinicians had the required knowledge and experience to identify and signpost patients to other services should this be required. This included for people who required more urgent, or more complex assessment or treatment.For example, staff referred, recommended, or directed people they were unable to treat, or those presenting with specific concerns, to a dermatology specialist or GP at the Candover Clinic.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Team building days took place, and staff members expressed positive feedback about these days. Staff said they enjoyed working at the service, and their workload was manageable. Staff were encouraged to maintain their professional development and were given time to attend training and conferences.