Crystal Clear Ear Clinic

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 provider met people’s needs, and that they treated people equally and without discrimination.

This is the first inspection for this provider 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 provider made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to any relevant changes in people’s needs.

Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Comprehensive consultation notes and internal communication promoted continuity of care.

The provider gave patients appropriate, accurate and up to date information in formats tailored to individual needs. Interpreter services had been sourced following the inspection. Patients received clear aftercare advice detailing self-care guidance and when to seek emergency support. The provider supplied information to patients, their families, carers, GP's, Audiology and ENT (Ear, Nose and Throat) services in hospitals.

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

The provider regularly encouraged patients to share feedback through a variety of methods, and audited feedback for themes and trends. The provider had not received any formal complaints, and proactively encouraged people to provide feedback, both directly to the provider and to CQC. Large amounts of feedback showed that people had very positive experiences. The CQC received 19 positive feedback cases from patients, their families and others during the course of the assessment. They described the practitioners as friendly, professional and knowledgeable.

The provider ensured people could access the care, support and treatment they needed in a timely and flexible way. The clinic room was laid out to make it as accessible as possible. The building had limited physical accessibility, including no disabled toilet and a stepped entrance without space for a ramp. The provider was exploring creating an accessible entrance to the rear of the building. Baby changing facilities were sourced following the inspection.

To promote equitable access, the practitioner offered home visits for people who could not safely enter the premises. This enabled people to receive treatment in a comfortable and accessible environment. People could make an appointment in person, online or by telephone.

As a paid for service, pricing was clearly displayed on the website and communicated before appointments were confirmed, ensuring transparency and helping people make informed decisions. Clinics were available 6 days a week.

The practitioner actively listened to information about people and their families or carers, who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The practitioner understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, they provided home visits for housebound patients. They treated people equally and without discrimination.

This is an independent health provider. They are a private ear treatment clinic. This quality statement is not relevant for this provider.