Face Perfect Clinic

On this page

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

We looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

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.

There was a well-established culture of kindness, compassion and respect throughout the service. Feedback was overwhelmingly positive and consistently highlighted the caring and supportive approach of staff. People told us staff were friendly, approachable and professional, and that they felt comfortable and at ease throughout their treatment journey. Many people described feeling listened to and valued, and said care was delivered in a way that respected their individual needs and preferences.

Staff described a positive working culture where they felt supported by leaders and colleagues and were treated with kindness and respect. This helped create an environment where compassionate care could be consistently delivered. People also had access to a chaperone during consultations and treatments if they wished, and staff providing this support had received appropriate training. These arrangements helped promote patients' dignity, privacy and wellbeing.

Staff worked closely with patients to understand their individual needs, preferences and expectations before agreeing treatment plans. People told us they felt listened to and involved in decisions about their care, and feedback indicated that care was personalised to meet their specific circumstances and treatment goals. Staff took time to ensure people understood the treatments available to them and helped them develop realistic expectations of outcomes.

The provider had arrangements in place to support patients with differing communication needs. Where required, people could access interpretation services to help them fully participate in consultations and make informed decisions about their care. Staff told us they adapted their approach to ensure information was provided in a way people could understand. They also aimed to accommodate people’s preferences wherever possible to support a positive care experience. Staff completed equality, diversity and inclusion training as part of their mandatory training programme, helping them to provide inclusive care and promote equality for all patients accessing the service.

As an independent healthcare provider, people chose whether to access the service and which treatments they wished to receive. Staff completed an initial assessment to understand people’s needs, medical history and treatment expectations before discussing the treatment options available to them. People were provided with information about the benefits, risks, costs and expected outcomes of treatment, enabling them to make informed choices about their care. Staff told us they supported people to take time to consider their options and ask questions before making decisions. They also explained that treatment would not be provided if it was not in people’s best interests or if expectations were unrealistic. People could choose to postpone, decline or discontinue treatment at any stage of the process. Information about treatment costs and charges was available on the provider's website, promoting transparency and supporting people to make informed decisions about their care and treatment.

The provider had systems in place to respond to people's immediate needs and manage medical emergencies safely. Due to the nature of the service, only a limited range of emergency medicines and equipment were held on site. Decisions regarding the equipment and medicines available had been informed by risk assessments, which were reviewed regularly to ensure they remained appropriate for the treatments provided. The medical emergency policy contained relevant guidance for staff on responding to emergencies, including the management of emergency medicines. Staff also had access to an external defibrillator, they were aware of its location and how it could be accessed if required.

Regular checks of emergency medicines and equipment were completed and recorded to ensure they were safe and fit for use. Staff training records showed that all staff were up to date with basic life support training. Staff responded promptly to telephone enquiries and provided appropriate advice and support to patients. Feedback indicated that staff listened to people’s views and wishes and responded to their needs in a respectful and timely manner.

Staff provided consistently positive feedback about working for the service and told us they felt valued, supported and respected by leaders and colleagues. They described an open and positive working environment where they were encouraged to share feedback, raise concerns and contribute to the development of the service.

The provider supported staff to develop their skills and knowledge through ongoing learning opportunities, including attendance at external training courses. We saw evidence that clinical supervision sessions were carried out regularly and appropriately documented, providing staff with opportunities for reflection, support and professional development. Staff also received annual appraisals, during which wellbeing, performance, learning needs and future objectives were discussed. Staff told us they felt well supported in their roles and had access to the guidance and development opportunities needed to provide safe and effective care.