Face Perfect Clinic

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

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.

Staff demonstrated a commitment to providing person-centred care. They took time to discuss people's needs, preferences and treatment goals during consultations and involved them in decisions about their care. People were offered choice regarding treatment options and were provided with information to support their understanding of proposed treatments, including expected outcomes, risks and aftercare requirements. Information leaflets and written treatment information were available to help people make informed decisions and reinforce discussions held during consultations. Feedback from people indicated they felt listened to, involved in decisions about their care and supported to understand the treatments available to them. Clinical records we reviewed demonstrated that discussions regarding treatment options, risks, benefits and consent were documented, supporting a personalised approach to care and shared decision-making.

Staff demonstrated a commitment to delivering person-centred care. They took time to discuss people’s individual needs, preferences and treatment goals and involved them in decisions about their care and treatment. People were offered a choice of treatment options and were provided with information to support their understanding of the proposed treatment, including the expected outcomes, potential risks, benefits and aftercare requirements. Information leaflets and written treatment information were available to reinforce discussions held during consultations and support informed decision-making.

Feedback indicated they felt listened to, valued and actively involved in decisions about their care. People told us staff explained treatments clearly and ensured they understood the information provided before proceeding. Clinical records we reviewed demonstrated that discussions regarding treatment options, risks, benefits and consent were documented, supporting a personalised approach to care and shared decision-making.

Patients were provided with information to support them in making informed decisions about their care and treatment. Feedback from people demonstrated they felt well informed and supported throughout their treatment journey and were given sufficient information to understand the treatments available to them. Clinical records we reviewed showed that patients were provided with clear, accurate and up-to-date information about their treatment, including the expected outcomes, risks, benefits and aftercare requirements.

The provider had arrangements in place to meet the communication needs of people, including access to interpretation services where required. Staff told us they would adapt information and communication methods to support patient understanding. The provider also maintained a comprehensive website which contained information about the clinic, staff and treatments offered. This information was easy to access and supported patients to understand the services available before attending an appointment.

The provider actively sought and responded to feedback from people to support the ongoing development of the service. People were encouraged to leave reviews following their appointments. We saw recent feedback had been consistently positive, with a number of five-star reviews highlighting positive experiences of care, the professionalism of staff and the quality of treatments provided. The provider used patient feedback to understand people's experiences and identify opportunities for improvement.

There was a complaints policy and process in place to support people in raising concerns. Complaints were recorded, investigated and responded to in a timely manner in line with the provider's procedures. Staff told us that complaints and feedback were discussed during team meetings to support shared learning and service improvement. The provider maintained records of complaints and reviewed themes and trends where appropriate to identify any recurring issues and drive improvements to the service.

As an independent healthcare provider, the provider was able to manage appointment availability to meet patient demand. People self-referred and could access appointments through a range of booking methods. The service operated Monday, Friday and Saturday from 10am to 4pm, and Tuesday to Thursday from 10am to 7pm, providing flexibility for patients accessing treatment around work and other commitments. Consultations and treatment appointments were primarily delivered face to face, with follow-up and review appointments available by telephone or video consultation where appropriate. Staff told us they aimed to accommodate people’s individual needs and preferences whenever possible, supporting timely access to care and treatment.

The provider treated patients fairly and without discrimination. Staff completed equality, diversity and inclusion training to support their understanding of the diverse needs of people accessing the service. The provider made reasonable adjustments where required and had access to interpretation services to support effective communication and ensure patients could fully participate in decisions about their care and treatment.

Services were delivered from a ground-floor location and step-free access could be provided when required, helping to improve accessibility for patients with mobility needs. Reception staff were able to see people as they arrived and provide assistance where needed. Staff told us they adapted their approach to meet people’s individual communication and support needs wherever possible. Feedback indicated that people felt respected, listened to and treated fairly when accessing the service.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.