rtwskin

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.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

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.

Arrangements were in place to promote people’s privacy. The service was occasionally used by young people over the age of 12. The doctor understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

The service carried out feedback surveys which showed that people were positive about the way they were treated by the staff. The service was registered with a third-party service which published verified reviews. These covered the medical and aesthetic services and showed people rated their care as ‘excellent’ (aggregate score of 4.9 out of 5). We saw that over 100 reviews had been published. People frequently praised the kindness and professionalism of the team and the quality of information they received about their care.

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 goals, culture and unique backgrounds and protected characteristics.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them 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.

The leaders told us that the provision of good quality information was a priority so that people could make an informed choice about treatments and were not pressured into having procedures.

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.

The service ensured people could access the service as appropriate and could usually provide appointments within the same week. They signposted people to alternative services (such as AE) if their symptoms indicated a more urgent medical problem.

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 rest areas. Staff told us that the manager was supportive and took action to resolve any issues.