The Hair Dr, Leeds Private Hospital

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 assessed 5 quality statements for this key question. We looked for evidence that people 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 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. However, we were not provided with evidence of workforce wellbeing support.

This is the first inspection for this service. This key question has been rated Good.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated each other with kindness and respect.

People told us staff were “lovely’ and could not fault the service throughout their whole treatment and after care. They had no concerns about the care and treatment received. People were given food to eat whilst there and were contacted the next day to check that everything was fine.

We observed people being treat the kindness and compassion on the day we visited the service.

We saw staff reassuring people throughout their procedure. All rooms were private with solid doors to provide privacy. We saw staff knock before entering.

We saw staff treat each other with kindness and respect.

The staff handbook described the support available to ensure each member of staff was treated with respect, free from harassment and taking into consideration their individual needs.

We observed CCTV signage throughout the location, but we saw no reference to the audio capabilities, which meant that people could be recorded without their knowledge and consent.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us the staff provided them with information and reassurance before and throughout their procedure. They told us staff addressed their concerns throughout their journey and all questions they asked had been answered.

Staff told us they treated people as individuals, considering any relevant protected equality characteristics. The service told us they recognised each person who used the service had different needs when they came to discuss the procedure. People’s care records included documentation from the hair surgeon to sign in and sign out, indicating they were present for each procedure. All staff had completed mandatory equality and diversity training.

We observed people’s care and support being individual to meet their needs and preferences.

We did note that the Equality Act policy was past the date of review, therefore, it did not provide assurance that staff were using the most up to date information.

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

People who used the service spoke positively about the treatment they had received from the service and the support it provided in helping them make their choice of treatment.

Staff told us people could be accompanied to their appointments by a friend or relative and we saw evidence of this on the site visit.

The service told us each person visiting for their procedure was offered the use of a chaperone, and this was detailed in the patient information which was received prior to the procedure.

The consent form and patient information provided all included information on other options for treatment that could be offered.

Private rooms were provided for people as rest rooms whilst undergoing their procedure which could take up to six to eight hours to complete.

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.

People told us the service was “just a phone call away” if they had concerns or questions regarding their treatment.

Staff told us they were alert to people’s needs and took the time to observe, communicate and engage with people in discussions about their immediate needs. They found out how to respond in the most appropriate way to respect people’s wishes, needs, and preferences.

We observed someone undergoing a hair transplant was always supported by a member of staff.

Following any procedure, people were given follow up appointments and had access to the clinic’s WhatsApp line to contact whenever they needed it. An emergency telephone number was also provided.

The service did not routinely treat people who required an overnight stay; however they did have a deteriorating patient policy in place which described the process to undergo to respond to peoples’ immediate needs and keep people safe.

The service did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Staff were provided with mandatory training and an annual appraisal. Leaders told us they held staff meetings where staff were given the opportunity to discuss anything that was concerning them. However, the staff minutes we saw did not include any discussion from staff.

Some staff had expressed concerns about the physical environment and working conditions, which they felt impacted morale and overall wellbeing. The most recent staff survey reported that staff had concerns about the staff room being monitored through CCTV with audio capability, therefore, they did not feel that they could speak openly and without fear.

Leaders told us they were there to help and support the staff. Staff wellbeing was promoted by offering employee of the month awards, team appreciation events and performance incentives.