Ely Ear Care

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 registration with CQC. This key question has been rated as good.
This is because people were involved in decisions about their care and had confidence in the service.
 

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. The provider decided, in partnership with them, how to respond to any relevant changes in people’s needs. The provider explained how people were supported to continue to be cared for if they became housebound or were otherwise unable to come to the service. People who used the service told us that they were seen quickly, including times when more urgency was required.

Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care. This also was supported by the feedback received from patients.

People told us that they were given time and information to make informed decisions about their proposed treatment.
 

Continuity of care was delivered to people due to the provider being a sole clinician. They demonstrated understanding and awareness of their patients and could discuss cases where this had led to positive outcomes for patients. They were committed to ensuring that patients were able to move forward with further care from other providers with as much information as possible. We saw that the provider had taken time to refine processes and introduce additional resources so that key clinical information could be communicated to other services to ensure patients received timely treatment.

People that used the service reported a high level of trust and confidence in the provider, due to the continuity demonstrated.
 

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Work had been done to ensure that patients were able to access clear and timely information.

Patients were given clear information before and after procedures to ensure that they fully understood the preparation and after care required.
 

Patient experience was actively sought, reviewed and considered to improve the service. The service made it easy for people to share feedback and ideas, through text message or email follow up, or telephone calls where appropriate.

There was a process in place to ensure they could make complaints about their care, treatment and support. Although the service had not received any complaints, they were able to highlight improvements made resulting from suggestions and ideas from patients.
 

The service made sure that people could access the care, support and treatment they needed when they needed it.

There was an online booking service available and this had improved availability while reducing administration time for the provider. People unable to use the online service could make telephone appointments. Some capacity for on the day appointments was maintained so that the service could respond to people in urgent need of care.

Home visits were available for those that needed them along with visits to people in supported living environments.

The premises were accessible to those with mobility requirements and there was an accessible toilet facility.
 

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.

The provider had undergone specialist training recently delivered in partnership with people with a learning disability which had encouraged them to make adaptations to the appointment structure. This had also given an insight into how communication could be amended to support patients more effectively.
 

As an independent healthcare provider offering a specific ear care focused service, Ely Ear Care were not involved in conversations or processes around planning for the future, end of life care or Do Not Attempt CardioPulmonary Resuscitation (DNACPR).

The provider demonstrated good awareness of these processes. Where treatment was delivered in care environments, they ensured that members of staff were available to support so that these decisions were known. Patients treated in home environments were known to the provider.