SpaMedica Taunton

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

This means we looked for evidence the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect. People were involved in deciding their care.

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 an excellent standard. The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We observed that staff showed kindness and compassion to all patients. Staff offered to make a hot drink for patients when they arrived. The care for patients was evident in the culture.

Patients who used the service and those close to them told us staff treated them kindly. In the waiting room there were posters offering a chaperone. We observed staff taking time to explain the treatment to patients and giving them time to ask questions. One of the patients we observed who had restricted mobility was very anxious about the upcoming procedure. The nurse took time to support and reassure the patient. Following pre-assessment, the nurse escorted the patient into the theatre and introduced them to the staff. Staff took time not to rush the patient, to get them comfortable. Staff ensured that the patient’s dignity was maintained throughout. Staff checked on the patients’ welfare regularly during the theatre procedure.

Patients were assured information about them was treated confidentially, and they knew staff respected their privacy. Staff made sure conversations were not overheard. Patient records were kept secure. Support continued after discharge with a dedicated phoneline for any patient queries regarding their treatment as well as advice of actions in the event of an emergency.

We looked at feedback on external feedback sites, although this is for the provider, there were several specific positive examples of care regarding SpaMedica Taunton. Comments included ‘they supported me and didn’t rush me’ and all staff were ‘friendly, helpful, caring and professional’. We also reviewed several thank you cards patients and relatives had submitted.

The evidence showed a good standard. The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service was fully accessible to wheelchair users and patients whose mobility may be restricted. Signage throughout the premises was clear. The service had free hot and cold drinks and biscuits available for patients’ post-surgery. If there were long delays to appointments or surgery, the staff provided patients with food.

The service treated patients as individuals and made sure patients’ care, support and treatment met their needs and preferences. Staff understood the individual needs of patients, including their personal, cultural, social and religious needs. Staff told us appointments were offered to reflect all needs. Prior to attending the appointment, the booking team sent a care questionnaire to the patient. This care questionnaire asked patients about their social history. This helped the medical team assess the patient’s needs. The service had processes to book interpreters if a person required communication support during an appointment.

Patients’ communication needs were mostly met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. The service booked interpreters for patients who required them. Information was available on noticeboards and in leaflets. Information was not always provided in all formats for patients who were partially sighted and were not able to read information displayed or in information leaflets. However, staff could print information in large font.

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

The service promoted patients’ independence. Patients knew their rights and had choice and control over their own care, treatment and wellbeing.

The service supported patients to have control over their own care. The service sent information with the appointment letter, so patients had time to read and consider questions prior to attending. Patients told us they were fully informed of all the treatment options available to them.

During the assessment we observed staff clearly explaining what was going to happen next in a way people could understand. Patients told us they understood their care and treatment. Patients were given the opportunity to ask questions throughout their care.

Staff received training in equality and diversity to support people as individuals, compliance at time of assessment was 100%.

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

Staff were alert to patient’s needs and took the time to observe, communicate and engage people in discussions about their immediate needs. All patients had a pre-operative assessment where the nurses discussed immediate needs. Where a patient had particular needs, these were accommodated as far as possible. For example, one patient was very anxious about the upcoming procedure, staff took additional time with the patient and encouraged the patient to lie flat on the bed to relax.

A booklet of the patient journey was available to all patients. Patients were provided a chaperone if requested.

There was CCTV throughout the main patient areas so staff in reception could observe the waiting areas and could act promptly if needed.

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.

Staff felt supported and valued. All staff had access to an online app which included a range of services such as core and optional benefits, employee discounts and wellbeing resources. The provider recognised staff success within the service. There were workforce champions and an employee forum. The service had policies and procedures to support staff’s well-being.

We reviewed the staff survey results from October 2025. Staff felt physically safe and free from abuse, without discrimination or harassment. Results showed staff felt positive about how they contributed to the community, feeling physically safe, co-operation of others and it was a great place to work. There was a low score for feeling psychologically safe. The hospital manager said she had spoken to the staff as this was inconsistent with other responses. It was reported to be an error in the question. The service developed actions from the staff survey including addressing expected late finishes and designate staff; multiskilling staff and to encourage anonymous voting for employee of the month. These actions were reviewed in February 2026 by the team. It was noted staff had an improved work/life balance and felt supported by the hospital manager. At staff request, employee of the month was replaced with a recognition board.

Staff were contracted to cover other SpaMedica sites, generally this included travel during working hours. Transport and accommodation was covered. Staff commented they were used to working closely with the other sites in particular Exeter but generally staff supported Taunton. There were peaks in summer 2025 of staff external to SpaMedica Taunton supporting the site, but this had recently decreased due to changes in workstreams.

Overall staff were positive about working at SpaMedica Taunton. All staff spoke highly of the hospital manager and that they were supportive.

Sufficient facilities were available for staff. There was a large staff room with kitchen facilities and changing facilities. There was a lot of information on staff wellbeing support available in staff areas.