rtwskin

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.

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 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 decisions about their treatment. People knew what to do if they experienced any problems or had questions following their treatment.

The service typically provided one-off or distinct courses of treatment to meet people’s individual goals or needs. The staff understood that people might have diverse health and care needs and were committed to tailoring the approach to each person.

The service was usually able to offer continuity of care with a named clinician. The leaders were planning to expand the service to include dental care as part of a more holistic approach.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We were told that people using the service were typically able to speak English. However, in the event that an interpreter was required, the service would discuss this with the person in advance and an interpreter would be arranged. Staff were aware of the risks of relying on family members to interpret.

Written information leaflets about specific skin conditions were available.

The website included detail about the services provided, what each procedure aimed to achieve and what it involved. There was also an indication of the costs for each treatment. One of the directors regularly posted videos online to social media to demonstrate various treatments (with the consent of any people also featured).

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

We saw complaints were managed in line with the service’s policy. The service had received 1 complaint over the previous 12 months. This had been logged and responded to promptly. We saw evidence that the leaders were keen to understand and resolve complaints. Learning from complaints was included in team discussion.

The service made sure that people could access the service and treatment, aftercare and related advice when they needed it.

People could access the service to suit their needs for example appointments were available from Monday to Saturday. Waiting times, delays and cancellations were minimal and managed appropriately. The team told us they would discuss any reasonable adjustments with people before their first assessment enabling them to access the service. The service was accessible to people with mobility difficulties.

Staff and leaders understood the needs of people using the service and had tailored their care, support and treatment in response to this.

Staff understood the importance of providing an inclusive and non-judgemental approach to care and made adjustments to support equity in people’s experience and outcomes. Staff treated people equally and without discrimination.

Staff used appropriate systems to capture and review feedback from people using the service. However, it was not systematically auditing outcomes.

People typically attended the service for a specific course of treatment. The service provided support and treatment to help people meet their goals over the course of their treatment. People did not use the service for support with life-changing or long-term conditions.