Crystal Clear Ear Clinic

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

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

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 had a clear vision, strategy and culture. This was based on transparency, inclusion, engagement, and understanding challenges and the needs of people and their communities.

The provider was led by a practitioner who understood the context in which they delivered care, treatment and support. They demonstrated the skills, knowledge, experience and credibility to lead the service effectively, and did so with integrity, openness and honesty.

Systems were in place to support people to raise concerns should they have any, including a complaints policy and whistleblowing policy. These contained contact details for the CQC as the regulator and for the Nursing and Midwifery Council, the independent regulator for nurses.

Policies and procedures to promote diversity and equality were in place, and were regularly audited. Recruitment procedures had been followed which promoted equality.

The provider had established governance processes that were appropriate for the size and scope of the service. These systems were used effectively to manage and deliver good‑quality, sustainable care, treatment and support. The provider acted on the best available information relating to risk, performance and outcomes, and carried out audits to monitor quality and identify areas for improvement. These included consultation audits, patient note audits from the AI tool, and analysis of patient feedback.

The provider understood their duty to collaborate and work in partnership. They shared information and learning with partners and collaborated for improvement. They also collaborated with local GPs, making referrals where appropriate. They signposted to additional services, such as charities where it would be beneficial for the patient. The provider also refers for patients to have NHS hearing tests locally. The provider, in line with their holistic approach signposts to other support services including bereavement counselling or Tinnitus UK.

The provider demonstrated a strong commitment to continuous learning, innovation and improvement. They actively contributed to safe and effective practice by regularly attending relevant training sessions and professional events to enhance their knowledge and skills. The practitioners also maintained their professional nursing registration and undertook ongoing learning and development required to revalidate and remain registered, ensuring they stayed up to date in their field.