Ear Matters Exeter

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

Clients were involved in decisions about their care. The service provided information clients could understand. Clients knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. Clients received fair and equal care and treatment. Clients were involved in planning their care and understood options around choosing to withdraw or not receive care.

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 were at the centre of their care and treatment choices and they decided, in partnership with client, how to respond to any relevant changes in client’s needs. A pre-assessment form detailing symptoms, pain, infection, surgery, previous wax removal, could be completed prior to the first appointment either online or in paper format. Initial appointments were for 30 minutes to enable the care plan to be written. Clients had individualised care plans and fees for treatments were displayed and agreed with clients.

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

The service had recently started to work with a major retailer who had started to provide ear micro suction services. The service had also been approached by a large charity to see if there was potential to hold clinics at their premises. Further meetings were planned to discuss cost and premises requirements. Clinics were also provided at a new health hub in the area.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff would show clients equipment used and explained the processes used. There were pictures and written information available to assist with explanations. Equipment used for micro suction and irrigation were also demonstrated so clients could feel and hear what it sounded like.

Education was provided on ear functions and risk of procedures were explained.

Post procedure leaflets were provided to clients, detailing the need to keep the treated ear dry and signs and symptoms of infection.

The service made it easy for client to share feedback and ideas, or raise complaints about their care, treatment and support. They involved client in decisions about their care and told them what had changed as a result.

We saw complaints were managed in line with the services’ policy. Learning from complaints was evident and staff were able to identify changes made as a result of client feedback, including complaints. The service had had one complaint which they investigated and provided a response and apology.

The waiting room had a client advice book which contained information about ear care and after care advice, complaints process and policy.

Feedback was received via email but collated in the form of a client survey. The service was planning to formalise client feedback measures.

The service was exceptional at ensuring client could access the care, support and treatment they needed when they needed it.

Monthly appointment audits were carried out and working hours were adjusted to take account of busier times. Walk-in clients were accepted on the day when appointments were available. If appointments were not available most clients were seen in the next couple of days. There were urgent appointment slots available at the end of each clinic when the service was open.

Reception services were available 8am to 7pm Monday to Friday and 8.30am to 5.30pm on a Saturday. There was a facility to leave messages if needed.

Online appointment booking was available for 24 hours a day, 7 days a week.

Clients were able to see appointments to book into, so they could select the most convenient one for them and also choose the member of staff they wanted to see. Clients were also able to text or email with requests.

New clients were offered the first available appointment and then they usually stayed with that nurse for future appointments if they wanted to. There was the option to change to another nurse.

Audits of appointments showed that number of new clients, regular clients and follow up client were rising indicating a higher demand and continuity of care. Plans were in place to look to employ another nurse to provide more appointments.

Home visits were also available if a client needed one.

There was level entry to the service and an accessible toilet was available.

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

Ear Matters is an independent health service which provides ear micro suction and irrigation. This quality statement is not relevant for this service.