Ear Matters Exeter

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Clients were involved in assessments of their needs. Staff reviewed assessments taking account of client’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in client’s care for the best outcomes and smooth transitions when moving between services. Staff made sure clients understood their care and treatment to enable them to give informed consent. Staff involved those important to client took decisions in client’s best interests where they did not have capacity.

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 client’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Feedback from clients using the service was positive, they felt involved in any assessment of their needs and were confident that staff understood their individual and cultural needs.

A pre-assessment form was given to prospective clients to complete, which requested information on their health and any medicines they were taking. An initial appointment was arranged so that a physical assessment of the client’s ears could be made. Information was provided at this appointment on treatment and after care needed; along with an explanation of warning signs to be aware of after the procedure. Client details were recorded on a computer system and included personal details and other health related information. Arrangements for reminders about appointments via text or email were noted on clients’ records.

Clients were provided with step by step guidance about the treatment, risks and when referral for urgent care might be needed. For example, if a client was fond to have concerns and secondary treatment was required. Care plans were reviewed and updated when needed, this included any changes to medicines a client was taking.

The service planned and delivered client’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Research findings were used to determine the most appropriate oil to use to soften ear wax prior to microscution. Staff said when carrying out procedures they kept the time of using the micro suction and irrigation equipment to a minimum to reduce the risk of noise damage to the ear. There were systems to ensure staff were up to date with evidence-based guidance and legislation. Clinical records we saw demonstrated care was provided in line with current guidance.

The service worked well across teams and services to support client. They made sure client only needed to tell their story once by sharing their assessment of needs when client moved between different services.

Staff had access to the information they needed to appropriately assess, plan, and deliver client’s care, treatment, and support. The service had letter templates on their computer system to write to GP's regarding a client’s treatment. Correspondence could be monitored through the system and GPs were able to provide confirmation that they had received the information. The service considered this assisted clients to be seen in a timely manner. Staff also assisted clients to book audiology appointments and assist with cleaning and use of hearing aids. When needed, clients were referred to hospital, for example if they experienced sudden hearing loss.

The service supported client to manage their health and wellbeing to maximise their independence, choice and control. The service supported client to live healthier lives and where possible, reduce their future needs for care and support.

The service routinely monitored client’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of client themselves.

The service carried out an audit on the use of cotton buds to clean ears. A sample of clients were asked whether they used cotton buds to clean ears, this practice is not recommended. Clients who participated in the audit were given advice about stopping using cotton buds to clean their ears and provided with information on the correct methods. The service planned to re-audit these clients in July 2025 to determine whether they had stopped using cotton buds and the impact on their ear health.

The service told client about their rights around consent and respected these when delivering person-centred care and treatment.

Staff understood and applied legislation relating to consent. Clients under 16 years old usually attended appointments with a parent or guardian, staff would always ensure that consent was obtained initially from the young person to ensure they want the treatment. Capacity and consent were clearly recorded in clients records and information was available in an accessible format to assist with decision making and consent processes.