Ear Matters Exeter

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

The service had a good learning culture and clients could raise concerns. The service had not had any incidents in the past 12 months. There were suitable processes should an incident need to be investigated. Clients were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of clients, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Staff received training and regular appraisals to maintain high-quality 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 had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Clients were supported to raise concerns and felt staff treated them with compassion and understanding. There was an open culture, and safety was a top priority. The significant event policy set out the process to be followed when concerns were raised. The provider gave us an example where a client had experienced new concerns following their treatment. This was investigated and a meeting was held with the client to discuss the situation and provide an apology. Learning from incidents and complaints resulted in changes that improved care for others.

The service worked with client and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. Staff would signpost clients to other services such as the local pharmacy and the client’s own GP when needed. Staff were clear about the scope of their role and would ensure clients understood this when referring them to other services.

The service worked with client and healthcare partners to understand what being safe meant to them and the best way to achieve that. The service shared concerns quickly and appropriately.

Safeguarding policies were in place and known to staff, who were appropriately trained in safeguarding procedures. The service acted on concerns working in partnership with other organisations when needed. Staff gave us an example where they had concerns about a client’s capacity and ability to consent. We found they had implemented appropriate measures to safeguard the client and ensured relevant client had been involved in the consent process.

The service worked with client to understand and manage risks by thinking holistically. They provided care to meet client’s needs that was safe, supportive and enabled client to do the things that mattered to them.

Emergency equipment was available and maintained. Staff could recognise a deteriorating client and knew what action to take. Clients were advised on risks related to their condition and actions to take if their condition deteriorated or they experienced any unexpected symptoms. The initial meeting with a client allowed the service to get to know their clients and their treatment needs. Leaflets on aftercare were provided for clients, either in paper format or via email.

The service was aware of all potential risks in the care environment and controlled them well. They made sure equipment, facilities and technology supported the delivery of safe care.

The landlord of the premises was responsible for building maintenance, testing of electrical equipment, emergency lighting and fire safety. Records confirmed these checks had been made.

A fire risk assessment carried out in June 2025 confirmed that periodic electrical wiring installations were checked and tested every 5 years in line with guidance. The fire alarm system at the clinic was linked to the adjacent premises, along with an emergency call system. Emergency exits were clear, and the premises had smoke detectors, fire signage and fire extinguishers.

The service made sure that they had access to relevant records to demonstrate that the premises and equipment were safe to use. There was a business continuity plan which was monitored and reviewed.

The service made sure there were always enough qualified, skilled and experienced staff, who received thorough support, supervision and strong development opportunities. They worked together well to provide safe care that met client’s individual needs. Staff were able to work flexibly to meet clients’ needs across the working week. Staff had completed an accredited diploma course in micro suction and irrigation of ears.

Learning needs and development of staff was managed appropriately, and staff were working within their agreed areas of competence. Staff had arrangements with other nurses in the area who undertook ear micro suction and irrigation for clinical supervision, reflective practice and training needed. An appraisal system was in place and used to identify areas for development.

We found the majority of training was up to date training records showed that updates were due for health and safety for one member of staff and fire warden training for both staff members. This had been planned for July and August 2025.

The service thoroughly assessed and managed the risk of infection. They always quickly detected and controlled the risk of it spreading and always shared concerns with appropriate agencies promptly.

The practice had a designated infection, prevention and control lead and all staff had had relevant training. Cleaning schedules were in place and followed, regular cleaning audits were carried out, with the latest taking place in June 2025, and relevant actions had been completed (where required). Risk assessments and audits were completed, and actions taken to mitigate risks. Personal protective equipment was available and included eye protection and face masks. All equipment was single use and was stored and disposed of safely. The environment was clean and there were no observed hazards. Clinical waste was stored securely until a clinical waste company collected it.

The service made sure that medicines and treatments were safe and met client’s needs, capacities and preferences. They involved client in planning, including when changes happened.

No medicines were kept on site; the clinic was situated next to a pharmacy and clients could buy relevant treatments over the counter. If needed, the service would write to the client’s GP and requested that they prescribe a particular oil to be used prior to treatment being carried out.