Sussex Aesthetics

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

We looked for evidence that the clinic met patients needs, and that staff treated people equally and without discrimination.

This is the first inspection for this clinic since its registration with CQC. This key question has been rated as Good.

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 clinic made sure patients were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Our review of clinical records showed people were supported to understand their individual condition, the expectations and were involved in planning for their care needs.

Staff spoke clearly about building relationships with patients and delivering bespoke individual treatment plans, they emphasised that no patients were the same and each plan of treatment was tailored to the individual patient needs.

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

Staff understood the potential of the health and care needs of people who chose to use to access the clinic.

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

Staff communicated and provided information in ways that supported patients to understand their treatment. They gave patients details about their health and treatment options to enable informed decision-making.

Processes in place for dealing with information met best practice standards in respect of GDPR (General Data Protection Regulation).

The clinic made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. This included a series of patient surveys at different stages of treatment and a suggestion box in the patient area of the clinic. The clinical director highlighted the importance that patients were involved at every stage and at every decision about their treatment.

All patient satisfaction was overwhelmingly positive and there had been no complaints relating to the service provided. Therefore, we could not test whether the complaints procedure had been followed or identify any learning from complaints. On review of the complaints process we noted the clinic was a member of the CosmeticRedress Scheme (Alternative Dispute Resolution for Consumer Disputes). The main purpose of the scheme is to support practitionersto settle or resolvecomplaints made by patients.

The clinic made sure that patients could access the care, support and treatment they needed when they needed it.

Patients were able to access care and treatment from the clinic within an appropriate timescale for their needs.

From the feedback collected by the service which we reviewed, patients reported timely access to initial assessment and treatment.

Waiting times, delays and cancellations were minimal and managed appropriately. All appointments for treatments regulated by CQC were pre-booked and included a cooling off period.

Staff prioritised patient convenience and ensured appointments ran on time and patients were not kept waiting. Staff told us the appointment schedule allowed sufficient time for the treatment to be carried out and time for recovery.

Sussex Aesthetics is a private self-funding aesthetic clinic. Staff and leaders actively listened to information and identified people who may need additional support to use the service such as physical access.

Before providing treatment, patients attended for a consultation, where the clinician discussed with them the risks and benefits of any treatment and answered any questions. Staff also discussed realistic outcomes and costs, this information was also in the clinic’s website.

Patients were clear that treatment and targets were personalised and jointly agreed between the clinician and the patient.

The clinical director was clear about the health inequalities around obesity and excess weight. Guidance was in place to consider lower Body Mass Index (BMI) thresholds for people from certain ethnic groups or with certain health conditions, in line with national guidance.

Sussex Aesthetics is a private aesthetic clinic. Whilst this quality statement is not relevant for this service, people were still provided with information about what to do if they required support post-appointment and any other future options.