Face Perfect Clinic

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

We looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment, we rated this key question as inadequate. At this assessment, the rating has changed. This key question is now rated 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.

At our last assessment, we found systems for identifying, recording and learning from incidents were not always effective, and audit processes did not consistently support quality improvement. During this assessment, we found improvements had been made, with stronger systems in place to support learning, oversight and continuous improvement.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The clinic maintained a record of incidents and near misses, which were reviewed and discussed to support learning and improve practice. Staff told us incidents were shared with relevant team members and discussed during team meetings to promote learning and reduce the risk of recurrence. Staff were able to describe how learning from incidents was communicated across the service and how any resulting changes to practice were implemented and monitored. These processes supported a culture of continuous learning, improvement and patient safety.

The provider completed regular audits to support ongoing quality improvement and oversight of the service. These included audits of record management and medicines management. Audit findings were reviewed by the provider and used to identify areas for improvement, monitor compliance and support the delivery of safe care.

Staff told us they felt comfortable raising concerns and were confident that these would be listened to and addressed appropriately. They described a positive and open culture in which concerns could be discussed openly and where actions were taken when required. This supported a culture of learning and continuous improvement within the service.

At our last assessment, we found processes for sharing information and supporting people to move safely between services were not always effective. During this assessment, we found improvements had been made, with clear systems in place for obtaining peoples information, sharing information with other healthcare professionals where appropriate, and supporting continuity of care.

There were systems in place to support the safe management of people as they accessed and received treatment through the service. People had a comprehensive consultation process which included the collection of information about their medical history, current medicines, allergies and treatment expectations. This helped staff assess suitability for treatment and identify any potential risks before care was provided.

The provider had implemented a process to support communication with other healthcare professionals where appropriate. People were asked whether they wished for details of their treatment to be shared with their GP. Where consent was provided, the service sent correspondence to the patient's GP, including relevant information about the treatment received.

Staff were able to describe the processes they followed to obtain and record people's information, seek consent to share information, and ensure relevant healthcare professionals were informed where appropriate. These systems helped to support people to move safely between services and ensured relevant information was available to those involved in their ongoing care.

At our last assessment, we found gaps in safeguarding arrangements, including staff training and oversight of chaperoning processes. During this assessment, we found improvements had been made, with appropriate training, clear safeguarding processes and effective systems in place to protect people from abuse, neglect and avoidable harm.

There were effective systems and processes in place to safeguard people from abuse, neglect and avoidable harm. The service did not provide treatment to people under the age of 18 years; however, the provider maintained comprehensive safeguarding policies for both adults and children. These contained up-to-date guidance, relevant contact details and clear escalation processes to support staff in responding appropriately to safeguarding concerns.

Staff demonstrated an understanding of their safeguarding responsibilities and were able to explain the actions they would take if they identified a safeguarding concern. They were aware of the safeguarding leads within the service and understood how concerns should be reported and managed. Safeguarding was a standing agenda item at monthly team meetings, providing regular opportunities for discussion, reflection and shared learning.

Staff had completed safeguarding training appropriate to their role and training records showed this was kept up to date. Chaperoning formed part of the service's mandatory training programme, and all staff had completed the required training. Information was displayed within the clinic to inform patients that chaperones were available on request, helping to promote patient dignity, privacy and wellbeing during consultations and treatments.

At our last assessment, we found patients were not always provided with sufficient information to understand and manage risks associated with their treatment. During this assessment, we found improvements had been made, with patients receiving clear information about risks, treatment options and aftercare to support informed decision-making and safe care.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Staff discussed potential risks, benefits and expected outcomes with people before treatment was provided, enabling them to make informed decisions about their care. Consultations included consideration of people’s medical history, current medicines, allergies and treatment expectations to ensure treatments were appropriate and safe. People were provided with information about aftercare requirements and advised on what action to take should they experience any concerns following treatment. Where required, interpretation services were available to support communication and ensure patients fully understood information relating to their care and treatment. People told us they felt informed, involved and supported throughout their treatment journey.

There were systems and processes in place to support the management of health and safety risks within the service. The provider used a digital system to record and monitor health and safety information, helping to ensure that risks were identified, reviewed and appropriately managed. Risk assessments had been completed for relevant areas of the service and we saw that actions identified were addressed within reasonable timescales.

Fire safety arrangements were in place and were regularly monitored. Fire alarm testing and fire drills were completed and recorded, and fire extinguishers were maintained and within their service dates. Appropriate health and safety signage was displayed throughout the premises, including fire action notices and evacuation plans, and fire escape routes were kept clear. Staff were aware of the procedures to follow in the event of an emergency and understood how to raise health and safety concerns. Staff told us they had no current concerns regarding the safety of the environment.

The service operated from premises shared with other businesses. All consultations and treatments were carried out on the ground floor, supporting accessibility and safe access for patients.

At our last assessment, we found gaps in arrangements to support staff training, clinical supervision and prescribing oversight. During this assessment, we found improvements had been made, with effective systems in place to support staff development, monitor training compliance and maintain oversight of clinical practice. 

The provider had systems in place to ensure staff were suitably qualified, skilled and experienced to carry out their roles. They told us they supported staff to develop their knowledge and competencies through regular training, professional development opportunities and ongoing guidance. Staff attended relevant training courses to maintain and enhance their skills in line with the services provided.

Staff received annual appraisals which included discussions about performance, learning needs, future development opportunities and any concerns they wished to raise. Appraisals also provided an opportunity to recognise areas of good practice and identify objectives for the coming year. The provider carried out individual prescribing audits and used the findings to provide feedback and support learning where required.

We reviewed 2 staff personnel files and found recruitment records were maintained in line with guidance. Records included Disclosure and Barring Service (DBS) checks, evidence of qualifications, immunisation status and signed contracts of employment. The provider maintained a training matrix and used an electronic compliance system to monitor training completion and send reminders when updates were due. At the time of our assessment, all staff were up to date with the training required for their role. Staff told us they received a high level of support and felt able to seek guidance whenever needed.

There were effective systems in place to prevent and control infection. The service had an identified infection prevention and control (IPC) lead who had received training appropriate to their role and provided oversight of IPC arrangements. The provider maintained up-to-date and comprehensive IPC policies which were accessible to staff. Staff told us they had no concerns regarding infection control processes within the clinic.

Patient feedback consistently highlighted the cleanliness of the service. During our assessment, we found the premises to be clean, tidy and well maintained. The provider completed IPC audits every 6 months to monitor compliance, and the most recent audit had not identified any areas requiring improvement.

Arrangements were in place for the safe management of healthcare waste through an external waste contractor. Clinical waste bins were appropriately dated and signed and stored securely prior to collection. Sharps bins were correctly assembled, not overfilled, and appropriately sealed when not in use or when full. The provider also obtained evidence of staff immunisation status during the onboarding process to help protect people and staff from avoidable risks.

At our last assessment, we identified concerns relating to medicines management, prescribing records and governance processes. During this assessment, we found improvements had been made, with effective systems in place to support the safe prescribing, storage, monitoring and oversight of medicines. 

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened.

We reviewed records for 5 people and found appropriate systems were in place to support the safe prescribing and management of medicines. Medicines were stored securely and managed appropriately. Medicines requiring refrigeration were maintained in line with national guidance, with daily monitoring of room and refrigerator temperatures to ensure safe storage conditions were maintained. Records included batch numbers of medicines administered, providing a clear audit trail in the event of a medicine recall. The provider was also implementing an electronic system to further strengthen medicines management and audit processes.

Staff involved people in decisions about their treatment and ensured they were provided with information regarding the benefits, risks and expected outcomes before treatment was provided. Regular medicines management and prescribing audits were completed to provide effective oversight of medicines-related activities and support safe prescribing practices. Audit findings were used to identify learning opportunities and drive continuous improvement. Records relating to the prescribing, administration and storage of medicines were well maintained and supported the safe management of medicines within the service.