Renew Skin & Health Clinic Limited 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

Caring – this means we looked for evidence patients were always treated with kindness, empathy and compassion. We checked that people’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 people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

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.

All of the patients we spoke with told us staff were caring and treated them with kindness.

Patients were given a gown to wear during their procedure; they changed their clothes in a room with a lockable door.

A member of staff told us chaperones were offered to patients. When female patients were seeing a male member of staff they said they would always have a chaperone to safeguard the patient and the healthcare professional. Chaperones can help maintain a person’s dignity during intimate examinations or procedures and can provide emotional support and reassurance. We saw a female patient being chaperoned by a female member of staff.

We saw staff treating patients with compassion. A member of staff told us of the importance of treating patients compassionately. They said, “some patients will be in pain or have poor self-confidence. So you need to be kind and offer them reassurance and be mindful of what you say to them.”

Staff told us they valued the positive feedback they received from patients. One member of staff told us, “a patient said that I was warm, I still remember that.”

The service treated people as individuals. Staff took account of people’s strengths, and abilities.

Patients told us they were treated as individuals and asked about their communication and access needs. They said treatment and aftercare was tailored specifically to them.

One patient told us “I never felt like I was a burden, they [staff] are interested in me and how I am.”

Staff told us that they were mindful of people’s individual needs. For example, one member of staff said, “If patients can't walk on the ramp I will help them.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

All of the patients we spoke with told us they received enough advice and information about their conditions to help them decide if they wanted to go ahead with treatment.

Patients told us they could choose how to access aftercare. Some aftercare, like dressing changes, had to be done face-to-face, but other aftercare could be done virtually if this was easier for the patient. All of the patients we spoke with said they had a combination of virtual and face-to-face appointments on days and at times that suited them.

A member of staff told us they gave patients as much control over their care as possible. They said, “If people phone up and their first language is Hindi I will offer to speak to them in that, I ask if they would like me to, I don't just assume that they want me to.”

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.

One member of staff said, “when I meet people, I greet them and make them feel at ease. For example, I will ask them how they are and offer them a drink.”

A patient told us, “I am a worrier, so it was great that [name of doctor] is always there for me. I didn't feel like I was forgotten about.” In relation to their aftercare the same patient said, “If I needed to ask a question I could get a response almost immediately.” All of the patients we spoke with had high praise for the virtual aftercare system which enabled them to have as much aftercare as they needed.

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

Managers told us staff were issued with a staff handbook. They used an outsourced HR company that included an employee assistance program which staff could get personal support, including counselling through.

The registered manager told us they were always there to help and support their staff. They said they encouraged a healthy lifestyle and talked with staff about, “the importance of meditation, breathwork, and the spiritual side of life.” They celebrated birthdays and different religious events that occurred throughout the year together.

Staff told us they felt supported by leaders and they could talk to them about problems that occurred in their personal life as well as work related issues.