13 High Street

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 staff 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 patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patients’ needs.

Staff completed an assessment at the beginning of each patient’s visit to the service and reviewed the information in the assessment at any subsequent visit. This included identifying the presenting complaint; the patient’s medical history, potential infections or other risks; and their preferences regarding treatment.

The provider explained the treatment as part of the assessment and consent process. The provider used microsuction with most patients but gave them the option of warm water irrigation if appropriate. The provider discussed with patients how they dealt with ear wax, and advised on how they could do this safely, and potentially reduce the frequency of having to come for treatment. The provider also discussed aftercare following treatments, including protecting the ears in windy conditions and provided disposable ear caps to protect the ears from water when taking showers or hair washing.

Initial appointments were for 60 minutes to complete the assessment and discuss and plan the treatment. Subsequent appointments were 30 minutes although the assessment was reviewed at each appointment. The fees were clearly displayed on the provider website.

The service understood the diverse health and care needs of patient and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider planned and organised services, so they met the changing needs of the local population. The service was open to anyone, regardless of where they lived, although the majority of patients lived locally. However, the provider told us that they had originally opened the service because of a shortage of competent qualified ear wax removal clinicians in the local area.

Facilities and premises were appropriate for the service being delivered. The service was on a small high street and was accessible by bus and car. The service was inclusive and took account of patients’ individual needs and preferences. Staff made reasonable adjustments to help patients access services.

The provider had direct email links with 2 local GP practices and a good relationship with the local chemist.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

All procedures were explained to patients before any treatment was commenced. Education was provided on ear functions and risk of procedures were explained. Post procedure information was verbally discussed with patients, detailing the need to keep the treated ear dry and signs and symptoms of infection.

If patients needed further treatment, the provider directed them to their GP. The provider supplied a paper/electronic letter explaining what they had found and included photographs where necessary.

The provider had an established website that contained information about their services, and ear wax removal generally. This included information about factors related to the build up of ear wax and how it could be removed. There was also a short video explaining the process. Patients were advised to use olive oil or oil-based ear drops for ear wax softening minimally 2-3 days prior to treatment. Clear pricing information and contact details for booking appointments was also available on the website.

Information was displayed about how to give feedback or make a complaint about the service, including to the CQC.

The service made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. They involved patients in decisions about their care and told them what had changed as a result.

The provider had a process for managing and reviewing complaints. There had been no complaints about the service.

The provider told us that as part of providing care to patients, they asked if they had any concerns and would try and address these if they arose. Information was on display about how to leave feedback about the service to the CQC.

Patients used online platforms to leave feedback about service. The provider shared this feedback with us, and we saw that feedback was positive about the care and treatment provided.

The service made sure that patients could access the care, support and treatment they needed when they needed it.

The service operated all day Wednesday, Thursday, Friday and Saturday mornings. Patients could request appointments via the telephone, email or via the website at any time. Appointments were often available the same day or within a few days and patients were offered appointments that were convenient to them. Home visits were carried out on request, and the service was available to both adults and children. The provider told us they received requests of appointments as they occurred and would respond as soon as possible, including outside of the operating hours of the service.

Patients waited in the ground floor reception area of the dental practice and the provider collected patients personally and accompanied them to and from the clinic room.

Staff and leaders actively listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider promoted a culture in which patients felt empowered to give their views. Staff had completed training trained in equality, diversity, and human rights.

This quality statement is not relevant for this service. 13 High Street is an independent health service which provides ear micro suction and warm water irrigation.