SpaMedica Carlisle

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• 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 patients were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to them. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

Staff treated patients with kindness and compassion. Staff protected their privacy and dignity. They treated patients as individuals and supported their preferences. Staff responded to patients in a timely way. Patients had the opportunity to ask questions and were referred to specialist services if required.

This is the first assessment for this service. This key question was rated good. This meant staff were attentive to people’s immediate needs, and the service promoted the wellbeing of their staff.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The evidence showed a good standard. The service always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated each other with kindness and respect.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. For example, they provided chaperones if requested and staff introduced themselves to patients and said what their role was.

Staff were discreet and responsive when caring for patients. They took their time to interact with patients and those close to them in a respectful and considerate way. For example, we observed the management of a patient who was assessed as lacking mental capacity. We observed the pace of the procedure was intentionally slower, with repeated confirmation between staff and the patient before surgery proceeded. This demonstrated thoughtful application of the Mental Capacity Act (2005) and a willingness to adapt practice to meet individual patient needs rather than applying a standardised approach to every patient.

Staff responded to patient’s anxieties and took steps to reduce the stress within the environment. For example, we observed a patient who appeared particularly anxious before surgery. Rather than simply reassuring the patient verbally, staff remained beside them throughout the operation, holding their hand whilst they continued to provide calm reassurance. This simple but highly compassionate intervention visibly reduced the patient's anxiety and demonstrated genuinely person-centred care.

Patient feedback we received staff treated them well and with kindness.

The evidence showed good standards. The service treated patients as individuals and made sure care, support and treatment met their needs and preferences. Staff took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service had an equality and diversity policy, and all staff completed mandatory equality and diversity training. Patients we spoke with said staff offered care in a personalised way from the initial contact, to their appointment and then at subsequent follow up. This was also reflected in written patient feedback we reviewed.

The preoperative assessment process included capture of demographic information and staff discussed patients’ individual needs and preferences with them. We reviewed 7 care plans and found these were tailored to individual needs and circumstances.

We observed staff introduced themselves and ensured patients were comfortable prior to carrying out procedures.

We observed patients being given verbal and written instructions before leaving to let them know what to do postoperatively and how to access help and advice out of hours if required.

The evidence showed a good standard. The service promoted patient’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.

NHS patients were referred in to the service by their optician or GP, in accordance with their own preferences. Managers we spoke explained the private Freedom Vision pathway and described how patients were routinely informed of all appropriate treatment options, including premium intraocular lens upgrades, as part of the informed consent process. They were clear that patients were given all clinically appropriate options and supported them to make informed decisions in accordance with current guidance, rather than being directed towards private treatment.

Initial information captured at pre-assessment ensured staff had all the information they needed to promote patient independence, choice and control.

We observed patients were encouraged to be as independent as soon as they were able following surgery. Patients we spoke with told us they received the right amount of information prior to attending the service and said they did not feel rushed.

The evidence showed a good standard. The staff listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff recognised and considered patient’s personal, social and emotional needs. Feedback we reviewed and received from patients was that staff were reassuring and put them at ease.

We observed patients waiting for their surgery were accommodated in a calm pre-operative environment. Lighting was intentionally subdued to promote a relaxing atmosphere and patients had access to colouring books, puzzles and word searches whilst waiting for surgery. This aimed to reduce anxiety before treatment.

Patients could request for staff easily and staff frequently checked to assess their immediate needs.

Staff could request additional and expert help quickly if needed.

Staff gave patients and those close to them help, emotional support and advice when they needed it. We observed them to be empathetic and considerate of the stress of a theatre environment.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider monitored staff satisfaction through an annual employee survey in August. The 2025 survey showed lower satisfaction than 2024 results for the service. It scored highly for staff equality, customer satisfaction and management recognition. Metrics concerning emotional wellbeing, looking forward to coming to work and behaviours scored less favourably.

However, there was an action plan in place to drive up staff satisfaction. Initiatives included reinforcement of core values. There were scheduled staff inclusion and engagement dates throughout the summer, and the service engaged in recognition opportunities including e-cards, star of the month and SpaMedica Hero Awards. There was an ‘Appreciation Station’ displayed within the staff area where colleagues recognised one another for excellent patient care, teamwork or simply to celebrate birthdays and achievements. This small initiative appeared to reinforce a positive workplace culture where staff felt recognised and valued.

Several staff commented that patients always came first and described a culture where colleagues supported one another. Staff described the service as, "A great place to work" and "We're a really good team. Everyone helps each other."

Staff felt valued by their leaders and their colleagues. They were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences, and could expect a response. Appraisals included conversations about how staff could be supported in their job.

The provider and service managers ensured that staff with protected characteristics felt included and respected within the service. All policies included a completed equality impact assessment policy has potential to help identify direct or indirect discrimination.