Ear Matters Exeter

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Clients were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Clients had choice in their care and treatment. The service supported staff wellbeing.

This service scored 80 (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 was exceptional at treating client with kindness, empathy and compassion and in how they respected client’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We received 15 positive feedback on care responses from clients. Comments included care and treatment was explained, carried out efficiently and appropriate advice was given on ear care. Staff were friendly, welcoming and kind and clients considered that staff really cared. Staff reported times when they had assisted clients with other needs, such as an occasion when they purchased a kettle for a client who said theirs had broken.

The service treated client as individuals and made sure client’s care, support and treatment met client’s needs and preferences. They took account of client’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Clients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Client communication needs were met to enable them to be fully involved in their care.

The service promoted client’s independence, so client knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

The service listened to and understood client’s needs, views and wishes. Staff responded to client’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured client with immediate needs had access to services.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported supporting each other when needed and time was taken for reflecting on practice.