Cleadon Ear Care

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 service met people’s needs, and that the provider treated people equally and without discrimination.
This is the first inspection for this service since its registration with CQC. This key question has been rated as 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.

The service made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to any relevant changes in people’s needs.
Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.
 

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service was run by an individual practitioner, therefore clients who used the service more than once received continuity of care.

The service provided appropriate, accurate and up to date information in formats tailored to individual needs. Interpreter services were available and used when required, and information could be adapted into alternative formats, such as easy read, when appropriate. Patients received clear aftercare leaflets detailing self care guidance and when to seek emergency support.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
The service had a clear, accessible complaints policy and process. Since registering with the CQC, the service had not received any formal complaints. The practitioner proactively encouraged people to provide feedback, both directly to the service and to CQC. Feedback showed that people had very positive experiences. They described the practitioner as friendly, professional and knowledgeable, and noted that the environment was clean and welcoming. Overall, they felt well supported.
 

The service ensured people could access the care, support and treatment they needed in a timely and flexible way. Although the clinic room was small, it was laid out to make it as accessible as possible. The building had limited physical accessibility, including no disabled toilet and a stepped entrance without space for a ramp. The provider had explored installing a ramp but found this was not feasible due to the risk of obstructing the pavement.
To promote equitable access, the practitioner offered home visits for people who could not safely enter the premises, and others chose to be seen at home out of personal preference. This enabled people to receive treatment in a comfortable and accessible environment. People could make an appointment in person, online or by telephone. People could leave a message on the answerphone and would receive a call back when the practitioner became available.
As a paid for service, pricing was clearly displayed on the website and communicated before appointments were confirmed, ensuring transparency and helping people make informed decisions.

The practitioner actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The practitioner understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, they provided home visits for housebound patients. They treated people equally and without discrimination.

Cleadon Ear Care is an independent health service. They are a private ear treatment clinic. This quality statement is not relevant for this service.