Kinnco Ltd Also known as AVA Clinics

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 service met people’s needs, and that staff treated people equally and without discrimination.

This is the first inspection for this service 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 service made sure people were at the centre of their care and treatment choices.

The initial consultation was free of charge, which the provider offered so that people felt able to make the right choice for themselves without monetary obligations before they had made an informed decision. The treatment options were discussed with the patients and tailored to their individual needs. Time was given to people to make informed decisions, and they were supported by the doctor.

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

There were two doctors providing treatments and they endeavoured to ensure patients saw the same one. If a patient wanted to be seen on a day that one was not available, they were able to see the other if they chose to, however the provider told us this was very rare, and people usually saw the same doctor.

The service supplied appropriate, accurate and up-to-date information.

Information was available on the provider's website including information on varicose veins and thread veins,detailing symptoms, causes, complications, preventative measures,diagnosis and treatment options. There was also clear information on pricing with no additional fees for follow up appointments, and the initial consultation was free, which allowed patients to make an informed decision without the pressure of a financial commitment.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

We saw complaints were managed in line with the practice’s policy. Information was displayed in the clinic about how to complain.Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints. For example,a patient complaint regarding post-procedure care highlighted the need for clearer escalation and aftercare guidance. As a result,the service updated their answering service to flag clinical queries directly to directors and introduced a new post-procedure care pack with detailed aftercare instructions and emergency contact details.

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

Treatment rooms were available on the ground floor and there was wheelchair access.

The service ensured waiting times were kept to a minimum and appointments were an appropriate length.

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

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. The service had not undertaken a formal internal patient survey within the last 12 months and relied primarily on direct patient feedback, online reviews, and routine follow-up discussions to monitor patient experience and satisfaction. Patients were invited to provide feedback after treatment, and this was reviewed at quarterly governance meetings alongside complaints and compliments.

The provider told us they recognised the value of a formalised approach and were looking at the process of improving the capturing of patient feedback going forward.

The provider supported people in planning for the future in terms of preventative treatments, and providing advice on vein care and general health and wellbeing, such as signposting for support with weight loss and smoking cessation.