Clear Ears Clinic Bedford

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 patients needs, and that staff treated client equally and without discrimination.

The service was easy to use for patients. Appointment systems were simple, and staff could change appointment times to fit a patient's needs. Patients felt their feedback was taken seriously and acted upon. Staff worked hard to mitigate discrimination so that everyone received fair and equal care. Patients were involved in planning their own care and understood they could choose to stop treatment at any time.

This is the first inspection for this service since its registration with CQC. This key question has been rated as good.

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 patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in client’s needs.

Patients were encouraged to provide detailed health history, including symptoms, pain, infection status, previous surgeries, and prior wax removal experiences, via the consent form. Financial transparency was a key feature on this form, with clear fees for treatments displayed and agreed with clients beforehand.

The service respected patient’s independence by encouraging patient advocates or chaperones to be present during treatment, with a clear policy to defer treatment if a client was uncomfortable proceeding without a formal chaperone.

The service understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service understood the diverse health and care needs of people. Continuity of treatment for patients was maintained due to single-staff operation.

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

Equipment used for micro-suction were also discussed with patients so they could feel and hear what it sounded like. Educational information was provided on ear functions and risks related to procedures were explained.

A post procedure leaflet was available for clients to read or take away, detailing how to look after the treated ear and signs and symptoms of infection.

The service made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result.

The service had a clear system in place to manage complaints in line with its own complaints policy. When a complaint was received, the service conducted a thorough investigation and provided the individual with a clear response and an apology. This demonstrated that the service was open, transparent and committed to learning from incidents to improve the quality of care.

The service was exceptional at ensuring patients could access the care, support and treatment they needed when they needed it.

The service provided flexible and accessible booking options. Patients could access an online booking system 24 hours a day, 7 days a week, allowing them to view available slots and select the most convenient time for their appointment.

To ensure inclusivity, requests could also be made via text or telephone. As a sole practitioner, a sustainable caseload of approximately 30 patients per week was effectively managed, ensuring the clinician could dedicate sufficient time to each patient. Additionally, the service offered home visits, providing fair access for patients who may have mobility issues or prefer to receive care in their own environment.

The access to the clinic was stepless and an accessible toilet was available on the same floor.

Staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service consistently received positive feedback from clients, both through direct provider engagement and via the CQC. Staff sought ways to address any barriers to improving people’s experience. Staff understood the importance of providing an inclusive approach to care and adjusted to support fairness in patients experience.

Clear Ears Clinic Ltd was operated by a lone practitioner therefore this quality statement was not relevant for this service. This quality statement has not been assessed or scored.