My Hair Transplant

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

Staff treated people with compassion and kindness. They respected people’s privacy and dignity and took account of their individual needs and choices. The service had systems in place to support staff with their wellbeing, safe working and emotional support.

Most people who used the service spoke positively about their experience of using the service. However, we received negative feedback from 2 people around privacy and dignity and feeling pressured by a surgeon to agree to additional treatments.

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.

People told us that staff treated them with kindness. 7 people said staff helped them feel at ease, offering breaks during treatment and providing food and drink of their choice.

However, one person we spoke with felt staff were unprofessional at times, noting they frequently entered and exited the room during surgery. Another person reported feeling pressured by a surgeon to agree to additional treatments.

Staff described themselves as caring and respectful of people’s privacy, dignity, and preferences, which they said were assessed during initial consultations.

We observed a surgeon conducting a pre-operative assessment and performing a follicular unit extraction (FUE). The surgeon was seen engaging positively with the person undergoing treatment and helped them feel comfortable.

Clinic managers stated that the service treated people as individuals and ensured care and treatment were tailored to meet their needs and preferences. Staff considered people’s cultural backgrounds and protected characteristics, supported by relevant policies.

All staff had completed mandatory training in equality, diversity, and human rights, as well as dementia and autism awareness.

Staff used electronic translation tools to provide information in other languages when needed and gave examples of adapting care to meet individual needs. We observed positive interactions between staff and people using the service.

Staff told us that people were kept informed about their treatment, with risks and benefits explained to support informed decision-making. People who used the service confirmed this and said they had also conducted their own research or were referred by friends. However, some felt they were not adequately prepared for the initial pain associated with the local anaesthetic.

Staff stated they respected people’s wishes and supported them if they withdrew consent or refused treatment.

Post-operative recovery information was tailored to the procedure and made available through the online portal, which included videos from the clinic’s surgeon and guidance on wound care, hydration, exercise, and mobilisation.

People received post-op support through a smartphone app, enabling direct contact with the surgeon and clinic managers, with prompt responses.

The service offered a 14-day cooling-off period after the initial consultation and audited cancellations and their reasons.

People using the service reported that staff were supportive throughout their procedure and provided clear aftercare instructions, including contact details for post-discharge queries.

Staff stated they routinely carried out observations before and after procedures. We observed staff engaging with people during treatment and responding promptly to requests for additional pain relief.

The service promoted staff wellbeing and supported a person-centred care approach. Staff reported receiving strong managerial support, manageable workloads, and regular breaks.

Managers said they regularly engaged with staff and provided training and development opportunities to foster a positive team culture. Staff reported being encouraged to pursue career progression and personal development goals.

A staff survey showed high satisfaction, with most respondents rating the service 10 out of 10.

The manager highlighted regular staff recognition awards, with monthly meetings used to acknowledge good performance through prizes and bonuses. Clear career pathways were in place for staff.