SpaMedica Swindon

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• 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

This means we looked for evidence the service met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

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

The evidence showed a good standard. The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Patients who used services were involved in planning and making shared decisions about their care and treatment. Care was centred around patients and their needs. Bookings for the service were managed centrally by the provider. This ensured patients could attend the service best suited to their needs. Patient needs were stated on the referral made to Head office who used this information to plan for the procedure. Following pre-assessment clinic, patients were advised of the next available date for surgery.

Patients understood their condition, care and treatment options (including any associated risks and benefits) and any advice provided. There was a sight support service which offered practical or emotional support to blind people managed by sight support officers.

The service was fully accessible to patients with limited mobility or in a wheelchair. A hearing loop was provided. The service offered free complimentary patient transport. This reduced barriers to treatment for patients who had mobility challenges or lived alone and would not be able to travel following treatment. There was a multi-faith room available.

The evidence showed a good standard. The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Patients’ care and treatment was delivered in a coordinated way that met their assessed needs. There was continuity in patients’ care and treatment because services were flexible and joined up. Staff communicated with the community optometrists and patients’ GPs both pre- and post-surgery to ensure there was continuity of care. The hospital manager spoke of the clear referral pathways they had with their local acute NHS Provider.

The evidence showed a good standard. The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

A comprehensive range of information was available on the notice boards around the hospital. There were various leaflets that provided information on procedures in the waiting area. Information could also be made available in other languages, larger font, braille as well as an audio recording. The service complied with the Accessible Information Standard.

Patients could get information and advice that was accurate, up to date in a way they could understand. Patients could receive information by email or printed letter. Patients were advised they would not be able to drive following surgery or may need someone with them for the 24 hours following sedation.

The website was informative and easy to navigate. It provided information on location, facilities available and how to get a referral to SpaMedica. It also provided clear information on the pre-operative appointment and information on popular questions.

Patients confirmed information had been provided in sufficient detail and they could easily contact someone if they had any queries. Patients we spoke with were very impressed at the speed in which they had been seen and the information they had been sent prior to the appointment.

The evidence showed a good standard. The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Patients knew how to give feedback and raise concerns about their care experiences. This was available in a range of accessible ways. Learning from complaints and concerns was seen as an opportunity for improvement. The manager shared feedback from complaints as well as positive feedback with staff when required or during monthly cascade meetings.

All patients were all asked to provide feedback at their post-operative check. Managers monitored this weekly to ensure no patients were missed. At the time of assessment, the score was 99% positive feedback on recommending the service.

The evidence showed an excellent standard. The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The service ensured patients could access care, treatment and support when they needed to and in a way which worked for them. The service had clear exclusion criteria and accepted the majority of patients including people with bariatric needs and those patients who required sedation.

Patients could expect their care, treatment and support to be accessible and timely. NHS data indicated the number of patients seen within 18 weeks was better than the national average for independent health providers. SpaMedica Swindon ’s average in January 2026 was 94%.

There was ample free parking available, a patient told us this was important as the site was not easily accessible by the local bus. The provider offered a free door-to-door transport service for those who needed it. There was a specific criterion as the person needed to be able to get into the vehicle independently. Patients requiring reasonable adjustments were supported with wheelchair access and use of the premises and equipment. This included accessible slopes and handrails, and pedal bins had been replaced with sensor bins in order to be accessible to people in a wheelchair.

Patients could access an emergency support line post procedure 24 hours a day 7 days a week.

The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff and leaders considered information about patients who were most likely to experience inequality in experience or outcomes and looked at ways to improve this for example; appointments were at a set length in line with their policy and were of a double length if a patient had additional needs or needed to use the hoist.

If a patient failed to attend, staff would contact the patient and offer an alternative appointment.

The provider’s policies supported the effective delivery of the applicable equality and human rights legislation. SpaMedica had mandatory training for staff on equality, diversity, learning disability and autism and sensory impairment. This ensured all staff had the right skills to support all patients.

The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Patients were supported to make informed choices about their care and plan for the future. Each patient had a personalised care and treatment plan tailored to their individual needs. We observed patients were given discharge information about their care and the impact it would have on their lifestyle and hobbies. An example was the risks post-surgery for any sport or recreational activities.

The provider had a national sight support team that offered free practical and emotional support to patients living with sight loss or low vision.