Defyne Aesthetics Limited Also known as Defyne Aesthetics Skin and Laser 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 service met people’s needs, and that staff treated people equally and without discrimination.

This is the first inspection for this service 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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Plans reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff understood the potential needs of people who chose to access the clinic.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information regarding the fees for services was discussed with patients at the time of booking to ensure they were aware of the full cost of any treatment or procedure.

Processes in place for dealing with information met best practice standards in respect of General Data Protection Regulation (GDPR).

The clinic had access to interpreter services.

The service 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 treatment.

We saw complaints were managed in line with the services complaints policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints

The service made sure that people could access the care, support and treatment they needed when they needed it.

Patients were able to access care and treatment from the clinic within an appropriate timescale for their needs. All appointments for treatments regulated by CQC were pre-booked.

As the service was on the first floor and not accessible to wheelchair users, the service had a list of other clinics that were accessible that they could signpost patients to.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Defyne Aesthetics is a private aesthetic clinic. Whilst this quality statement is not relevant for this service, people were still provided with information about what to do if they required support post-appointment and any other future options.