Archived: MYA Cosmetic Surgery Limited (Birmingham)

A manager was appointed by the company and was then registered with us in March 2014. When we visited the service again on 11 August 2014 we found considerable improvement.

We found that monitoring systems were effective in improving the quality of the service and managing risk. Audits were undertaken on a monthly and quarterly basis to monitor the quality of the service and to note trends. There was a system in place to record and investigate any incidents. Findings and trends identified by audits and investigations were fed back to staff through clinician's discussions and regular clinic meetings in order to improve the service.

We found that the complaint system was effective in addressing verbal as well as written complaints. Complaints were dealt with locally to try to arrive at resolution, or nationally by the provider if they progressed beyond stage one of the procedure. The provider took action to respond to complaints. The outcome of complaints and comments was used to improve service at the clinic.

People told us they were involved in planning and making decisions about their care. People told us they had been provided with printed information to take home, directed to information on the internet and had been offered numerous opportunities to ask questions. We found people were treated with respect and their dignity maintained.

People told us they received good care. One person said "The nurses are excellent. I can't fault them." Records we looked at showed that people were thoroughly assessed before being accepted for treatment. People were provided with aftercare and follow up appointments.People could access healthcare support out of office hours if they needed it.

We found there were procedures in place to identify and protect any vulnerable adults or children using the service. One person said," I felt safe and cared for throughout the procedure."

There was no registered manager at the clinic and the interim management arrangements were not clear or effective. The audits and checks used to ensure the service was operating safely and effectively were not up to date.

There was an effective system for dealing with and responding to complaints, but concerns were not always effectively identified as a complaint.

People told us they were involved in the decision making about their care. People had enough time for reflection following consultations to decide if they wanted to proceed with the treatment. People received clear information about the costs of their treatment.

People told us a nurse contacted them following their procedure to see how they were. They were given contact telephone numbers in case they had any concerns at any time including out of office hours. They also had post operative checks with the nurse and /or the surgeon to look at their health and the success of the procedure.

Staff at the clinic were aware of the vulnerability of adults having surgical procedures and had in place measures to protect them and any visiting children.

We spoke with two nurses about their recruitment and we checked the General Medical Council list for two surgeons who were performing procedures in the clinic. We found appropriate checks had been made to ensure that staff working with people were safe to do so.

People's comments about the quality of the service were monitored and reviewed so the service could continue to improve. Systems were in place to minimise risks to people's health and safety.