Nurse Richard – The Wax Wizard

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

This means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first assessment of this service. This key question has been rated as good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The provider was experienced and had a good understanding of the service. The service had a clear model of care. The provider monitored and managed the service effectively. Information about the service was shared online.

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.

We have a shared vision, strategy and culture that is based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding and meeting the needs of people and our communities.

The provider knew and understood their vision and values and how they were applied in the work of their service. The provider was committed to providing quality care for people within the local community, and had built up links with local GPs and ear, nose and throat (ENT) specialists.

The provider was part of a national group that was looking at standards for training in this area of audiology. The provider networked with other professionals who worked in this area, including ear, nose and throat (ENT) specialists, and shared information and advice.

We have inclusive leaders at all levels who understand the context in which we deliver care, treatment and support and embody the culture and values of their workforce and organisation. They have the skills, knowledge, experience and credibility to lead effectively and do so with integrity, openness and honesty.

The provider was a sole trader, and the only person working in the service. The provider had the skills, knowledge and experience to perform their role, and had a good understanding of their service. They were visible in the service and approachable for patients.

We create a positive culture where people feel that they can speak up and that their voice will be heard.

The provider was a sole trader, and the only person working in the service.

Patients and their parents had opportunities to give feedback on the service they received in a manner that reflected their individual needs. The provider asked patients for verbal feedback during and after their treatment. Patients and their parents were invited to complete an online survey, either by text or by tapping their phone on a plaque on the door, or scanning a QR code as they left.

The provider had paper surveys for patients in the waiting area, but told us that none were ever completed. The use of the online surveys had increased the reviews they had received. The provider analysed the feedback from the reviews, which were positive.

The provider had access to the feedback from patients and their parents and used it to make improvements. For example, the service had moved from a first to a ground floor room when it became available, to improve access for people with limited mobility.

We value diversity in our workforce. We work towards an inclusive and fair culture by improving equality and equity for people who work for us.

The provider was a sole trader. They were the only person working in the service.

We have clear responsibilities, roles, systems of accountability and good governance to manage and deliver good quality, sustainable care, treatment and support. We act on the best information about risk, performance and outcomes, and we share this securely with others when appropriate.

The provider had processes for managing and monitoring the service, that ensured it ran effectively. This included policies for governance and management, incidents and complaints, audits, and health and safety. The provider had detailed information about clinical procedures, equipment and how to respond to clinical risks and concerns.

The provider had systems in place for managing and learning from incidents, complaints, feedback and audits. The provider was a sole trader, and the only person working in the service. They carried out audits to enable them to monitor and improve the service. They monitored how many people came into the service, what treatment was carried out, and when patients needed to be referred on for further assessment and treatment. There had been low numbers of incidents and no complaints.

The provider had systems for the management of risk, issues and performance. They ensured that the necessary health and safety assessments were carried out and implemented.

The information technology infrastructure worked well and helped to improve the quality of care. People could find information about the service online, and could see the availability of appointments and book them directly. People received texts before their appointments to provide them with information. People could also book appointments by phone or email.

Patient information was stored securely online. The provider was registered with the Information Commissioner’s Office (ICO) and had a valid Data Protection Registration Certificate.

We understand our duty to collaborate and work in partnership, so our services work seamlessly for people. We share information and learning with partners and collaborate for improvement.

The provider had built up relationships with local GP practices, and shared information about specific patients when necessary. The provider shared learning with other practitioners, to promote and develop good practice.

We focus on continuous learning, innovation and improvement across our organisation and the local system. We encourage creative ways of delivering equality of experience, outcome and quality of life for people. We actively contribute to safe, effective practice and research.

The provider was part of a national group that was looking at standards for training in this area of audiology. The provider networked with other professionals who worked in this area, including ear, nose and throat (ENT) specialists, and shared information and advice. The provider gave an example of working with a colleague, who had developed/manufactured a wider range of sizes of scoop (ear wax removal tool) to better reflect the curve of the ear.

Innovations were taking place in the service. The provider said that endoscopes were more accurate, as they give a clearer view inside the ear, but acknowledged that there was currently no national standard about the use of endoscopes in treatment.

The provider promoted a wider understanding of ear wax, and related positive ear health, through their online channel.