Staianoplasticsurgery

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• 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 patients were always treated with kindness, empathy and compassion. We checked that patient’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 patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question good. At this assessment the rating remained good. This meant patients felt well-supported, cared for and were treated with dignity and respect.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated patients with kindness, empathy and compassion and respected their privacy and dignity.

Feedback from patients was consistently positive about how staff treated them. We saw positive feedback from online reviews, including: “My Staiano clinic experience was a pleasure from beginning to end… I came away delighted and I still am. Highly recommend”, “The staff were fantastic, friendly and reassuring, explaining what was to be done and the recovery process to be expected”, and “From start to finish my whole experience of dealing with the clinic was brilliant. The aftercare was impeccable; I highly recommend.”

The lead consultant completed an annual appraisal, which included patient and colleague feedback. Patient feedback for 2026 was consistently positive, with all 29 respondents reporting they would return and were satisfied with the care provided. Patients described the service as high quality, with clear communication and effective follow‑up care. Feedback from colleagues was also positive, describing the consultant as professional, patient‑focused and supportive to work with.

We observed patients being treated with care and kindness. We observed interactions between patients and staff where staff ensured patients dignity was maintained. Patients were assured that information about them was treated confidentially and they knew that staff respected their privacy.

There was a positive culture of kindness and respect between colleagues. The team was very small and staff worked cohesively, supporting one another in their roles. Staff told us they felt respected and valued, and there was clear evidence of effective teamwork and good working relationships across the service.

Patients who underwent surgery at the hospital, rather than minor procedures at the clinic, were provided with a fruit basket by the clinic following their operation. We saw a thank‑you card on display in the clinic expressing appreciation for this gesture.

The service treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. Staff took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care was individualised, and all patients’ self‑referred to discuss their treatment options. Staff understood and respected patients’ individual needs and preferences, including past mental health needs, and demonstrated a non‑judgmental approach. Patients’ communication needs were met to support engagement in care and decision‑making. The service also had access to a counsellor and referred patients for additional support prior to surgery where required.

Patients had choice and control over their own care, treatment and wellbeing. They self-referred for their treatment and had a choice over their own care and made informed decisions about their treatment.

Patients were supported to understand their treatment. The service checked patients’ understanding at each stage of the pathway, including during the consent process and when discussing the risks associated with surgery. Interpreters were offered where required. The service gave information in different formats including videos, leaflets and verbally to ensure good understanding.

Staff ensured that patients had the information they needed to make decisions relating to their surgery. This was evidenced from the start of the process at the initial consultation where information was gathered, and patients were given time to make decisions about their surgery and ask questions. During the inspection we observed a consultation. Staff gave advice and had an open discussion with the patient, so they were able to make unpressurised decisions relating to their treatment.

The service listened to and showed creative and innovative ways of understanding patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

Patients’ needs and comfort were prioritised, and the service was creative in how it was designed around them. A same-day “see and treat” option was available, allowing patients to undergo minor procedures, such as mole, cyst or tattoo removal, at their first appointment. Feedback about this service was positive, including comments such as, “The staff were very professional, calm and friendly, and they did a perfect job. Completely painless with a fast recovery. The mole was gone in minutes, and they took great care with the stitching.”

The lead consultant facilitated a live question and answer stream on social media, to support those considering a cosmetic surgery procedure. They had written and published a book on how to choose the best plastic surgeon and guide patients in understanding qualifications for surgeons and some of the issues in the field of cosmetic surgery. This was given out to patients who were undergoing a general anaesthetic procedure.

The service facilitated a confidential buddy system, which enabled patients to discuss concerns with previous patients who had undergone the same procedure or had similar medical history. With consent, patients were also invited to join a closed social media group, providing an opportunity for peer support and discussion with individuals who had previous experience of the procedures.

The nurse ensured patients were comfortable during minor procedures by creating a calming environment, including playing music and offering stress balls to help reduce anxiety where required.

Staff told us they worked closely with a psychologist that they would refer patients to if they were concerned about the vulnerability of a patient. The service covered the price of 1 session for patients.

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

Patients received safe, effective and person-centred care as the provider recognised and met the wellbeing needs of staff. This included the necessary resource and facilities for safe working, such as regular breaks and rest areas. All staff reported having a good work–life balance.

Patients benefitted from staff who had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. The team met weekly on a Wednesday and had open discussions about the clinic, patients and what the team requirements were.

There was a culture of kindness and respect between colleagues. This enabled staff to do their job well and to be well. The service received lots of thank you cards and these were used as positive evidence in staff appraisals.

Patients were supported by staff who felt valued by their leader and their colleagues. They had a sense of belonging and the ability to contribute to decision making.