Prema

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

This is the first assessment for this recently registered service. This key question has been rated good.

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

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.

We always treat people with kindness, empathy and compassion and we respect their privacy and dignity.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff were discreet and responsive when caring for patients. They took time to interact with patients and those close to them in a respectful and considerate way. Staff demonstrated a good rapport with patients, and they tailored communication and care to everyone. For example, some patients preferred a formal relationship or some a more relaxed approach. Staff demonstrated an intuitive sense of the best way to meet their needs.

Patients said staff treated them well and with kindness. Scrub practitioners demonstrated kindness and compassion during surgery, by providing patients with verbal reassurance throughout. A patient undergoing care during our inspection said, “Everyone has been lovely and helpful. They are all very caring.”

We saw staff followed policy to keep patient care and treatment confidential. For example, they made sure private discussions could not be overheard and they locked computer screens when left unattended.

Staff understood and respected the individual needs of each patient and showed understanding and a non-judgmental attitude when caring for or discussing patients with complex needs.

We treat people as individuals and make sure their care, support and treatment meets their needs and preferences.

We scored the service as 3. The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Prospective patients were given information and treatment options tailored to their specific needs and expectations. Visual improvement targets were agreed based on discussion between patient and consultant ophthalmologist.

The service ensured patients with specific needs, such as religious or cultural needs, were able to request alcohol free and animal product free eye drops. Staff were provided with a list of medications with substitutes when clinically appropriate. This promoted individual choice and considered patient preferences.

The service would secure an interpreter if a patient could not understand consent, treatment plans, and aftercare instructions in English. Staff said they would not accept a friend or relative acting as a translator due to the associated risks.

The building and clinic had been designed to be accessible for patients with a variety of accessibility and mobility needs. The clinic was spacious and all on one level.

We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service supported patients to reflect on and make decisions about care and treatment independently. Patients were in control of where and when to have their care and treatment. We spoke with patients about the information they had about their treatment and they told us it was fully able to inform their decisions. Patients told us they were able to ask questions or raise concerns at any point in their care. Leaders shared examples of how they had organised care and treatment at other linked locations, to support patient independence.

We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were aware of and managed any specific risks, such as underlying patient conditions or changes in observations. When patients expressed discomfort, staff immediately responded.

Staff assessed patients’ pain using a recognised tool and gave pain relief in line with individual needs and best practice. The provider had developed pain management techniques to provide surgery with minimal discomfort. Surgeons used topical anaesthesia during procedures and encouraged patients to let them know if they felt pain. Staff adjusted the amount of anaesthesia used based on individual patient needs.

Patients we spoke with during our inspection reported no pain, discomfort, or distress. Staff provided eye shields to help patients recover at home with minimal discomfort that may be caused by external factors such as bright lights.

We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff said they felt respected, supported and valued. They were positive and proud about working for the provider and their team.

Staff said leaders looked after their personal wellbeing and adjusted for flexible working where possible. They said leaders listened to them when they raised concerns and provided development opportunities for further training and progression.

All staff felt able to raise issues with team members and managers. All staff felt they were kept up to date with latest changes.